IT Service Desk Analyst

Overview We are seeking an IT Service Desk Analyst to provide first-level technical support for end users across a global organization. This role serves as the primary point of contact for employees experiencing IT-related issues and is responsible for delivering exceptional customer service via phone, email, and chat. This position is an excellent opportunity for an entry-level IT professional to gain hands‑on experience supporting enterprise technologies within a large, global environment. Candidates with prior Service Desk experience in an enterprise setting are also encouraged to apply. Responsibilities Provide Tier 1 technical support to end users via phone, email, and chat. Create, document, and manage incidents and service requests using ServiceNow. Troubleshoot and resolve common issues related to Microsoft 365 applications and services. Support users during ongoing Microsoft 365 migration initiatives. Handle user account administration tasks, including access requests and password resets. Provide Active Directory support, including user account management and group membership updates. Troubleshoot hardware, software, and basic break/fix issues. Assist users with SAP-related access and application support requests. Escalate complex issues to appropriate support teams while ensuring timely follow-up and resolution. Document troubleshooting steps and resolutions to maintain accurate support records. Deliver a high level of customer service while managing multiple priorities in a fast‑paced environment. Required Qualifications Strong customer service and communication skills. Basic understanding of Microsoft 365 applications and services. Familiarity with Active Directory user administration. Ability to troubleshoot common desktop hardware and software issues. Strong problem‑solving skills and attention to detail. #J-18808-Ljbffr TEKsystems