Service Desk Analyst

We are seeking an experienced Support Engineer – Service Desk to join our IT Operations team. The ideal candidate will have strong experience in enterprise IT support, Service Desk operations, Microsoft technologies, endpoint management, and ITSM processes. You will play a critical role in ensuring seamless IT service delivery, incident resolution, user support, and operational excellence across a dynamic enterprise environment.Key ResponsibilitiesProvide Level 1 and Level 2 support for IT incidents, service requests, and operational issues.Troubleshoot and resolve hardware, software, network, and connectivity issues.Support desktops, laptops, printers, LAN cabling, patching, and endpoint devices.Manage user provisioning, access management, and administration in Active Directory and Microsoft Entra ID.Support Microsoft 365 services, Exchange Server/Online, Outlook, Teams, and related collaboration tools.Handle tickets through ServiceNow (SNOW) and other ITSM platforms while adhering to ITIL best practices.Perform root cause analysis (RCA) and proactively identify recurring issues.Monitor IT infrastructure and service health using monitoring and observability tools.Coordinate major incidents and work with internal teams, vendors, and stakeholders for timely resolution.Provide support via phone, email, chat, walk-up support, and self-service portals.Maintain technical documentation, SOPs, knowledge base articles, and operational procedures.Participate in system upgrades, deployments, configuration changes, and on-call support activities.Drive automation initiatives and continuous service improvement programs.Required SkillsTechnical SkillsServiceNow (SNOW) / ITSM ToolsMicrosoft 365 AdministrationExchange Server & Exchange OnlineActive DirectoryMicrosoft Entra ID (Azure AD)Windows & macOS AdministrationEndpoint Support & Device ManagementLAN Cabling, Patching & Printer SupportTCP/IP, DNS, DHCP, VPN TroubleshootingUser Access Management & Identity AdministrationIncident, Problem & Change ManagementMonitoring & Alerting ToolsIT Operations & Service Desk SupportRequired Experience5+ years of experience in IT Support, Service Desk, IT Operations, TCC, or 24x7 support environments.Hands-on experience managing enterprise incidents and service requests.Strong understanding of ITIL processes and operational governance.Experience supporting enterprise users in a fast-paced environment.Proven stakeholder and vendor management experience.Strong troubleshooting and analytical skills.Preferred CertificationsITIL FoundationMicrosoft 365 CertifiedMicrosoft Azure Fundamentals (AZ-900)Azure Administrator (AZ-104)AWS Cloud PractitionerCCNARHCSAEducationDegree or Diploma (12+3 or equivalent) in Information Technology, Computer Science, Engineering, or related discipline.