Service Desk Analyst

Responsibilities

• Serve as the first point of contact for IT-related incidents and service requests via phone, email, chat, and ticketing systems.
• Diagnose and resolve issues related to Windows devices, Microsoft 365, hardware, software, printers, and network connectivity.
• Support mobile device management (MDM) solutions, including Microsoft Intune.
• Provision, configure, deploy, and maintain laptops, desktops, and mobile devices.
• Perform user account administration in Active Directory and Microsoft Entra ID (Azure AD).
• Escalate complex issues to appropriate support teams and track incidents through resolution.
• Document troubleshooting steps, resolutions, and knowledge base articles.
• Maintain compliance with IT security policies and procedures.
• Deliver excellent customer service while meeting established SLAs.

Required Qualifications

• 3+ years of experience in a Service Desk, Help Desk, or Desktop Support role.
• Hands-on experience supporting Microsoft Intune for device enrollment, application deployment, and policy management.
• Experience with Microsoft 365, Active Directory, and Windows operating systems.
• Familiarity with ticketing systems such as ServiceNow, Remedy, Jira Service Management, or similar.
• Strong troubleshooting skills across hardware, software, networking, and mobile devices.
• Excellent communication and customer service skills.
• Ability to prioritize multiple requests and work effectively in a team environment.