Service Desk Analyst

Job Title: Service Desk Analyst


Location: Morrisville, NC


Contract

• Provide first-level technical support via phone, email, chat, or ticketing tools (Jira / ServiceNow).
• Troubleshoot Windows 11 issues including login problems, performance issues, system configuration errors, and printer/peripheral support.
• Manage user accounts in Azure Active Directory including password resets, account unlocks, license assignments, and group membership updates as per SOP.
• Support Microsoft 365 applications-Outlook, Teams, OneDrive, SharePoint-covering login errors, sync issues, and basic configuration.
• Handle MFA (Multi-Factor Authentication) and password reset issues, authenticator setup, and related access problems.
• Provide basic VPN support, including connectivity troubleshooting, user login issues, and network checks.
• Support devices through MDM/Intune, including device enrollment, compliance alerts, and application deployment issues.
• Log, classify, prioritize, and resolve incidents according to SLAs; escalate to L2/L3 based on impact and complexity.
• Maintain clear and professional communication with end users and update tickets with accurate notes.
• Follow SOPs, adhere to security policies, and contribute to knowledge base improvements.
• Knowledge in identifying desktop, laptop, and printer issues.
• Eligibility, Knowledge, Skills & Experience
• 1-5 years in a Service Desk or in an IT Support role.
• Strong knowledge of Windows 10/11, O365, Teams, Outlook, and general end-user troubleshooting.
• Phone support experience is mandatory.
• Experience in Technical helpdesk or technical call center support is required.
• Hands-on experience with Azure AD, Intune/MDM, MFA, and VPN support.
• Familiarity with ticketing tools like ServiceNow or Jira Service Management.
• 3-4 yrs of university education post High school (B.Sc. or Diploma).
• Excellent communication, customer service capability, and problem-solving skills.
• Ability to follow processes and work in a structured SLA-driven environment.
• A proactive mindset with the ability to make a meaningful impact.
• Customer focused with the eagerness to learn and grow continuously.
• A competitive spirit with a drive to excel and willing to work in 24/7 operational environment.