Tier 1 IT Support Desk Analyst

About the role

We are looking for a Tier 1 IT Support Desk professional to be the first point of contact for users across office, plant and field locations. You will handle incoming requests via phone, email, chat and our self‑service portal, ensuring timely resolution and excellent customer experience.

Key responsibilities

• Receive, log, categorize and prioritize incidents and service requests in ServiceNow following ITSM standards.
• Diagnose and resolve common issues such as password resets, account unlocks, Windows 10/11 problems, Microsoft 365 usage, hardware failures and basic network connectivity.
• Install, configure and license software according to documented procedures.
• Escalate complex tickets to Level 2 technicians with complete documentation.
• Maintain accurate ticket records, meet SLA response times and keep users informed of progress.
• Provide friendly, patient support to non‑technical users and assist with onboarding activities.
• Contribute to the internal knowledge base and flag recurring problems for improvement.

Required profile

• 0–2 years of IT support, help‑desk or customer‑service experience (including internships or academic projects).
• Basic knowledge of Windows 10/11 and Microsoft 365 applications.
• Familiarity with Active Directory concepts (user accounts, password management).
• Strong verbal and written communication skills and a customer‑focused attitude.
• Ability to work in a team, follow escalation procedures and manage multiple tickets.

Required skills

• Windows 10/11 operating system
• Microsoft 365 (Outlook, Teams, OneDrive)
• Active Directory / Azure AD
• ServiceNow (or similar ticketing system)
• Basic networking (Wi‑Fi, VPN client, shared drives)
• Hardware troubleshooting (laptops, desktops, printers, peripherals)
• Software installation and licensing
• Understanding of ITIL/service‑management concepts