Service Desk Analyst
CosMicIT
About the Company
Domain IT Service Desk / Enterprise IT Operations. The role supports end-user computing, identity and access basics, collaboration tools and standard service management processes in a multi-shift enterprise support environment.
About the Role
L1 Service Desk Analyst
Responsibilities
Act as the first point of contact for users through phone, email, chat and self-service channels.Log, categorize, prioritize and update incidents and service requests with accurate ticket notes.Perform first-level diagnosis and troubleshooting using approved scripts, knowledge articles and standard operating procedures.Resolve common issues such as password resets, account unlocks, Microsoft 365 support, VPN connectivity, printer issues and basic hardware/software problems.Escalate unresolved or high-impact tickets to L2/L3 teams with complete troubleshooting details and business impact.Provide clear user communication, ticket status updates, shift handover notes and knowledge article improvement inputs.
Qualifications
Bachelor's degree / Diploma in Information Technology, Computer Science, Electronics or related field.Equivalent technical support experience can be considered as per project hiring guidelines.
Required Skills
2 to 4 years of experience in IT Service Desk, Help Desk, Technical Support or Desktop Support environment.Basic understanding of Windows OS, Microsoft 365 applications, VPN connectivity, endpoint peripherals, contact center software and common enterprise IT issues.Working knowledge of Active Directory user account activities such as password reset, account unlock and basic group/access validation.Familiarity with ITSM tools such as ServiceNow, Jira Service Management or equivalent ticketing platform.Basic understanding of ITIL incident management, service request fulfilment, SLA adherence and escalation procedures.Ability to work in 24x7 rotational shifts, including weekends and holidays, as per business requirement.Strong customer service orientation.Clear verbal and written communication.Analytical problem-solving and ticket ownership.Team collaboration, shift handover discipline and knowledge sharing.Ability to work under SLA-driven operational pressure.
Preferred Skills
ITIL Foundation.Microsoft 365 Fundamentals.CompTIA A+.HDI Support Center Analyst.
Pay range and compensation package
Not applicable
Equal Opportunity Statement
Not applicable