Monthly Salary
$3,000 – $3,800
Posted
17 March 2026
Expires 7 April 2026
Categories
Description
Job Summary:
We are looking for a Service Desk Analyst to serve as the first point of contact for IT support, providing technical assistance to users via phone, email, self-service portal, or onsite. The role involves troubleshooting hardware, software, and access-related issues, managing incidents through ITSM tools, and ensuring timely resolution in line with SLA standards.
Key Responsibilities:
Provide Level 1 IT support and resolve user issues related to hardware, software, and network.
Log, track, prioritize, and manage incidents and service requests using ITSM tools (e.g., ServiceNow).
Escalate complex issues to L2/L3 support teams when required.
Manage user account lifecycle (joiner, mover, leaver) and access provisioning (Active Directory, email, systems).
Perform OS imaging, software installation, device setup, and endpoint support (Windows and Mac).
Support incident management, including major incidents and SLA tracking.
Maintain documentation, knowledge base articles, and SOPs.
Collaborate with IT teams and stakeholders to ensure effective service delivery.
Requirements:
Experience in Service Desk, IT Support, or Desktop Support role.
Hands-on experience with ITSM tools such as ServiceNow.
Knowledge of Windows, Mac OS, Active Directory, and access management.
Familiarity with remote support tools (e.g., TeamViewer).
ITIL Foundation certification is an advantage.
Good troubleshooting, communication, and multitasking skills.
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