IT Servie Desk Analyst
Summary
Remote IT Service Desk Analyst providing technical support, managing user access, and troubleshooting IT issues with a focus on JML processes and ITIL best practices.
This is a remote position.
Role Description
This is a full-time remote role for a Service Desk Analyst. The Service Desk Analyst will be responsible for providing technical support to users, troubleshooting IT-related issues, and delivering outstanding customer service. Daily tasks will include responding to help desk queries, resolving technical incidents, and collaboratively supporting the IT team to ensure systems run efficiently. The individual will also maintain technical documentation and deliver a professional user experience.
Responsibilities
- Support the Service Desk operations with a strong focus on Joiners, Movers, and Leavers (JML).
- Managed user access provisioning/de-provisioning, role changes, system permissions etc.
- Ensured compliance with policies, SLAs and ITIL best practices.
Requirements
Technical Skills
- User account management (Joiners, Movers, Leavers)
- Active Directory (create, modify, disable users & groups)
- Microsoft 365 / Exchange (mailboxes, access)
- Identity & Access Management (IAM) principles
- Ticketing systems
- Basic Windows OS & application support
- Hardware & asset management (laptops, peripherals) life cycle
Soft Skills
- Clear communication (technical & non-technical users)
- Attention to detail (critical for access control)
- Time management & prioritisation
- Customer service mindset
- Problem-solving & troubleshooting
- Ability to follow processes accurately
Qualifications
- ITIL® 4 Foundation
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Microsoft 365 Fundamentals (MS-900)
- Service Desk & Support Certifications
- CompTIA A+
- CompTIA ITF+
- Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
- Microsoft Certified: Identity and Access Administrator Associate (SC-300)