Walk-in || Service Desk Engineer

We are seeking a customer-focused Help Desk Support Analyst to provide Level 1 and Level 2 technical support for end users across a modern cloud-based technology environment. The role will be responsible for managing support requests received via Slack, ticketing systems, email, and Zoom while delivering timely resolution of incidents, service requests, onboarding/offboarding activities, access management, and approved software support.

The ideal candidate will possess strong troubleshooting skills, experience with identity and access management platforms, excellent communication abilities, and a service-oriented mindset aligned with ITIL best practices.

Key Responsibilities

Service Desk Operations

Monitor designated Slack support channels and act as the primary point of contact for user support requests.

Create, categorize, prioritize, assign, update, and close tickets in the service management platform.

Maintain accurate ticket documentation, resolution notes, approvals, escalations, and closure records.

Conduct troubleshooting using Slack, Zoom, email, and ticketing systems.

Ensure compliance with SLA and service delivery targets

Access & Identity Management

Support user login, password reset, MFA, and account lockout issues.

Process approved access requests for business applications and collaboration platforms.

Manage user permissions, distribution lists, and Google Groups.

Follow documented approval workflows and security policies.

Escalate privileged access, security exceptions, and policy-related requests.

Employee Lifecycle Support

Execute onboarding and offboarding activities using standard operating procedures.

Provision and deprovision user accounts and application access.

Coordinate with managers, application owners, and IT stakeholders for approvals and fulfillment.

Track and document completion status in the ticketing system.