Service Desk Analyst

Job Summary

We are seeking a skilled Service Desk Analyst to deliver proactive and responsive support, ensuring smooth issue resolution and appropriate escalation when necessary. This role requires strong technical abilities and clear communication to create value for clients by providing excellent service and upholding our organization’s reputation.

Responsibilities

Act as the first point of contact for technical support via web portal, email, or phone

Perform remote troubleshooting and initial triage

Identify and apply the best solutions or escalate issues as needed

Ensure proper ticket management, including documentation, clear handovers, and resolution notes

Provide L1 / L2 support, including Microsoft suite, Azure, Citrix, and server administration

Provide L1 Citrix and AVD support by troubleshooting user issues, ensuring connectivity, and assisting with basic administration

Conduct daily health checks, log and respond to findings; escalate where necessary

Follow existing processes and documented procedures consistently

Create and maintain knowledge articles and solutions

Relay client feedback to internal teams and help enhance service efficiency

Identify and suggest process improvements

Complete assigned tasks and tickets within agreed SLA targets while maintaining quality and accuracy

Requirements

1–2 years of experience in a Helpdesk or Service Desk role

Experience providing both Level 1 and Level 2 support

Customer-focused and service-oriented mindset

Demonstrates a proactive approach to work, with a willingness to learn and adapt

Basic working knowledge of Microsoft 365 and Entra ID (Azure AD)

Competent written and verbal communication skills in English

Willingness to work on a shift roster in a 24x7 environment, including weekends and holidays

Nice to Have

ITIL v4 certification (not mandatory but highly valued)

Knowledge or hands-on experience with Citrix and Azure Virtual Desktop (AVD)

Understanding of secure operations principles (e.g. Zero Trust and Least Privilege)