Service Desk Analyst

Job Description
Service Delivery & Incident Management
• Serve as the primary point of contact for IT support across phone, email, ticketing system, walk-up, and deskside channels
• Log, categorize, prioritize, and document tickets with clear and actionable information
• Diagnose and resolve incidents and service requests in alignment with defined SLAs
• Determine impact, urgency, and priority for incoming requests
• Escalate issues to Tier 2 or specialized teams when necessary, ensuring proper documentation and handoff
Technical Support
• Troubleshoot issues across laptops, desktops, mobile devices, and telephony tools
• Provide support for Microsoft 365 applications (Teams, Outlook, OneDrive, Office suite)
• Assist with password resets, MFA issues, account unlocks, and access-related requests
• Support hardware setup and troubleshooting (docking stations, monitors, peripherals)
• Provide remote support using enterprise-approved tools
• Troublesh...