IT Service Desk Analyst
3 days ago
Job Title: IT Service Desk Analyst
Location: Remote
Working Hours: UK business hours
Job Purpose
We are seeking an experienced IT Service Desk Analyst to provide first-line technical support to end-users, ensuring timely resolution of IT issues and seamless service delivery. The role requires someone with prior experience supporting UK-based companies and handling UK clients, with the ability to work effectively in a remote setting.
Key Responsibilities
- Act as the first point of contact for IT queries via phone, email, and ticketing systems.
- Diagnose and resolve hardware, software, and network issues.
- Escalate incidents to second-line or third-line support where necessary.
- Install, configure, and troubleshoot Windows and Microsoft 365 applications.
- Manage user accounts, permissions, and access control (Active Directory / Azure AD).
- Document issues and solutions in the ticketing system to ensure accurate records.
- Provide guidance to users on IT best practices and troubleshooting.
- Ensure incidents are resolved within agreed SLAs and escalate when required.
- Collaborate with colleagues to deliver consistent IT support services.
Profile
- 3-5 years of experience in IT Service Desk / IT Support roles (entry to mid-level).
- Strong technical knowledge of Windows OS, Microsoft 365, and Active Directory.
- Familiarity with basic networking (DNS, DHCP, VPNs, TCP/IP).
- Experience using ITSM ticketing tools (ServiceNow, Jira, or similar).
- Excellent problem-solving and troubleshooting skills.
- Strong communication skills with the ability to support UK-based end-users effectively.
Job Type: Permanent
Pay: From ₹60,000.00 per month
Benefits:
- Work from home
Application Question(s):
- How many years of IT Service Desk or IT Support experience do you have?
- Which IT ticketing/helpdesk tools have you worked with (e.g., ServiceNow, Jira, Zendesk)?
- Do you have hands-on experience with Microsoft 365, Windows troubleshooting, and Active Directory?
- Kindly mention your expected CTC in LPA
Work Location: Remote
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