Service Desk Analyst

We are seeking a dedicated Service Desk Analyst to join our dynamic IT support team. The ideal candidate will be responsible for providing first-level technical support to our users, ensuring that all service requests are handled efficiently and effectively. You will be the first point of contact for users experiencing technical issues and will play a crucial role in maintaining high levels of customer satisfaction. Key Responsibilities: - Respond to user inquiries and provide technical support via phone, email, or chat. - Troubleshoot and resolve issues related to hardware, software, and network connectivity. - Utilize ServiceNow for ticket management and tracking of service requests. - Assist users with Active Directory and Office 365 issues, including account management and access problems. - Collaborate with other IT teams to escalate and resolve complex issues. - Maintain documentation of support processes and user interactions. - Participate in ITIL processes and contribute to continuous improvement initiatives. Required Skills: - Strong knowledge of service desk operations and IT support processes. - Familiarity with ServiceNow and ITSM frameworks. - Proficiency in Active Directory and Office 365 administration. - Excellent problem-solving skills and the ability to work under pressure. - Strong communication skills, both verbal and written. - Experience in an international BPO environment is a plus. - Ability to work collaboratively in a team-oriented environment. If you are passionate about technology and customer service, and you meet the qualifications outlined above, we encourage you to apply for this exciting opportunity to grow your career in IT support.