IT Service Desk Analyst – End User Support

About the role

The IT Service Desk Analyst provides professional first and second‑level support to end users across the organization, ensuring timely resolution of incidents and maintaining high service quality.

Key responsibilities

• Operate from a centralized IT Service Desk, delivering remote and on‑site support.
• Investigate and resolve 1st and 2nd line incidents, following IT SOPs.
• Monitor, review, and report on data‑center health, recommending improvements.
• Create, update, and maintain support documentation and SOPs.
• Perform delegated system administration tasks such as user account management and software license compliance.
• Maintain accurate IT asset inventories and consistent patch levels on end‑user systems.
• Track incidents from reporting to resolution, ensuring SLA/OLA compliance and escalating to vendors when needed.
• Update knowledge bases, known error records, and troubleshooting guides.
• Communicate regularly with the IT Service Team Leader on operational status and performance.

Required profile

• Minimum 5 years’ experience in an IT Service Desk, Helpdesk, or End‑User Computing support environment, preferably in a large or multi‑site organization.
• Strong knowledge of IT Service Support & Delivery and IT Quality Assurance.
• ITIL Foundation certification.
• Microsoft Certified Professional (certification issued within the last 2 years).
• Experience with data and voice networks and related systems (e.g., UPS).
• Hands‑on experience with ITSM tools, preferably BMC or similar.

Required skills

• ITIL Foundation
• Microsoft Certified Professional
• BMC (or similar) ITSM tool
• Data and voice network troubleshooting
• UPS systems knowledge
• User account management
• Software license compliance
• Patch management
• Asset inventory management