Global Service Desk Analyst

Responsibilities:

• Provide Level 1/Level 2 IT support to global users via phone, chat, email, and remote desktop tools.
• Log, track, prioritize, and resolve incidents and service requests using ITSM tools such as ServiceNow or HEAT.
• Troubleshoot issues related to Windows operating systems, Microsoft 365 Azure, OneDrive, Outlook, Teams, and other Microsoft applications.
• Perform Active Directory administration, including user account creation, password resets, account unlocks, group management, and access requests.
• Diagnose and resolve desktop, laptop, printer, and peripheral hardware issues.
• Provide remote troubleshooting using TeamViewer, Remote Desktop, or similar remote support tools.
• Follow ITIL processes for Incident Management, Request Fulfillment, and Problem Management.
• Escalate unresolved issues to appropriate Level 2/Level 3 support teams following defined escalation procedures.
• Maintain SLA and KPI compliance while delivering high-quality customer support.
• Create and update knowledge base articles, documentation, and standard operating procedures.
• Collaborate effectively with global IT teams and business stakeholders.
• Educate end users on self-service tools and best IT practices.
• Participate in rotational shifts, including weekend support, as part of the global service desk operations.