IT Service Desk Analyst
Ova Technologies
IT Service Desk Analyst - Job Description Job Title: IT Service Desk Analyst
Experience: 1-4 years
Employment Type: Full-time
Role Overview
We are looking for an IT Service Desk Analyst to provide technical support to end users and ensure timely resolution of hardware, software, network, and access-related issues. The role involves troubleshooting incidents, managing service requests, maintaining IT documentation, and delivering a high-quality user support experience.
Key Responsibilities
Experience: 1-4 years
Employment Type: Full-time
Role Overview
We are looking for an IT Service Desk Analyst to provide technical support to end users and ensure timely resolution of hardware, software, network, and access-related issues. The role involves troubleshooting incidents, managing service requests, maintaining IT documentation, and delivering a high-quality user support experience.
Key Responsibilities
- Provide first-line technical support through phone, email, chat, and ticketing systems.
- Log, categorize, prioritize, and track incidents and service requests.
- Troubleshoot hardware, software, operating system, application, and network issues.
- Diagnose and resolve problems related to desktops, laptops, printers, mobile devices, and peripherals.
- Support user accounts, password resets, access requests, and permissions.
- Assist with Active Directory, Microsoft 365, VPN, and email-related issues .
- Install, configure, and maintain desktops, laptops, applications, and peripheral devices.
- Escalate complex or unresolved incidents to appropriate technical teams.
- Monitor tickets and ensure incidents are resolved within defined SLAs.
- Follow IT service-management processes and organizational support procedures.
- Maintain accurate records of incidents, resolutions, assets, and user requests.
- Create and update knowledge-base articles, troubleshooting guides, and FAQs.
- Assist with onboarding and offboarding employees, including account and equipment provisioning.
- Support software deployments, updates, patches, and endpoint-security requirements.
- Communicate clearly with users regarding incident status and resolution.
- Identify recurring issues and recommend improvements to reduce support incidents.
- Strong troubleshooting and problem-solving skills.
- Good knowledge of Windows operating systems, Microsoft 365, Active Directory, and basic networking .
- Understanding of TCP/IP, DNS, DHCP, VPNs, Wi-Fi, and common connectivity issues.
- Experience with IT service-desk or ticketing tools such as ServiceNow, Jira Service Management, Freshservice, or similar .
- Familiarity with desktop hardware, printers, peripherals, and common business applications.
- Understanding of ITIL concepts and incident/service-request management.
- Strong customer-service and communication skills.
- Ability to prioritize multiple tickets and work effectively under SLA requirements.
- Good documentation and knowledge-sharing skills.
- Experience with Microsoft Intune or endpoint-management solutions.
- Basic PowerShell or scripting knowledge.
- Familiarity with remote-support tools.
- Basic understanding of cybersecurity and endpoint protection.
- Experience supporting hybrid or remote users.
- Knowledge of asset-management and software-deployment processes.
- CompTIA A+
- CompTIA Network+
- ITIL Foundation
- Microsoft 365 Certified certifications
- HDI Support Center Analyst
- Bachelor's degree or diploma in Information Technology, Computer Science, Computer Applications, or a related field preferred.
Vacancy posted 15 hours ago
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