Associate Service Desk Analyst

Role Overview

This role is focused on providing first and second-level IT support to ensure smooth day-to-day technology operations across a global user base. You will act as the first point of contact for technical issues, supporting end users with Windows environments, office productivity tools, and enterprise applications.

What You Will Do

Provide Level 1 and Level 2 technical support for Windows 11, Microsoft Office suite, VPN, telephony, and enterprise applications. Troubleshoot basic network and system issues including DHCP, DNS, IP configuration, and connectivity problems.

Why It Might Be a Fit

This is a 24x7 support environment where consistency, responsiveness, and customer focus are essential. You will also contribute to knowledge base development by documenting solutions and improving support processes.

Requirements

• 2–4 years of experience supporting Windows enterprise environments and Microsoft Office productivity tools
• 1–2 years of experience working with Active Directory and basic user administration tasks
• 1–2 years of experience in a service desk or remote IT support environment
• Basic understanding of networking fundamentals (DHCP, DNS, IP addressing) and server concepts
• Familiarity with remote support tools such as RDP and similar platforms
• Good understanding of ITIL framework (ITIL Foundation certification is an advantage)
• Experience with ServiceNow or similar ITSM tools is preferred
• Exposure to Mac OS or enterprise applications such as Oracle E-Business Suite is a plus
• Strong problem-solving mindset with the ability to troubleshoot logically
• Excellent verbal and written communication skills
• Ability to work independently as well as collaboratively in a team environment
• Willingness to work in a 24x7 support model

Benefits

• Competitive compensation package aligned with IT support roles
• Opportunity to work in a global, enterprise IT support environment
• Exposure to a wide range of technologies including Windows, networking, and enterprise applications
• Structured training and development in ITIL and service desk best practices
• Career growth opportunities in IT support, infrastructure, and systems administration
• Collaborative and process-driven work environment
• Experience working in a 24x7 global support setup
• Opportunity to contribute to process improvement and knowledge management initiatives