Service Desk Analyst

We are seeking a customer-oriented and technically proficient Service Desk Analyst (Voice) to join our IT support team. In this role, you will be the voice of IT, answering incoming support calls from internal employees or external clients. Your primary focus will be to diagnose, troubleshoot, and resolve hardware, software, and network issues over the phone, ensuring a high level of first-contact resolution (FCR) and a seamless user experience.

Key Responsibilities:

1. Inbound Voice Support & Incident Management

1. Answer incoming support calls promptly and professionally, maintaining a calm and helpful demeanour.
2. Actively listen to users to accurately capture, diagnose, and triage technical issues.
3. Log all interactions accurately in the IT Service Management (ITSM) ticketing tool (ServiceNow, Jira), ensuring detailed notes on symptoms and troubleshooting steps taken.

2. Technical Troubleshooting & Resolution

1. Provide first-level (L1) technical support for Microsoft Windows/macOS, Microsoft 365 apps, VPN, active directory (password resets, account lockouts), and enterprise software.
2. Troubleshoot basic hardware connectivity issues (printers, docking stations, peripherals).
3. Achieve or exceed targeted First Contact Resolution (FCR) rates by utilizing knowledge-base articles and standard operating procedures (SOPs).

3. Ticket Escalation & Lifecycle Management

1. Escalate complex issues to Tier 2/3 engineering or specialized teams when standard troubleshooting steps do not resolve the issue, providing a warm handoff.
2. Follow up on open tickets to ensure users are updated on resolution progress according to established Service Level Agreements (SLAs).

4. Communication & Documentation

1. Translate complex technical concepts into simple, easy-to-understand language for non-technical users.
2. Contribute to the team knowledge base by identifying gaps in documentation or suggesting updates to existing troubleshooting guides.

Role Requirements:

Education & Experience

1. Degree/Diploma: High school diploma required; bachelor's degree in computer science, Information Technology, or a related field is preferred.
2. 1–3 years of experience in a technical support role, ideally within an inbound call centre or enterprise help desk environment.

Technical Skills

1. Proficiency with enterprise operating systems (Windows 10/11 and/or macOS).
2. Familiarity with Active Directory / Azure AD (user management, password resets).
3. Experience supporting Microsoft 365 applications (Teams, Outlook, OneDrive, SharePoint).
4. Basic understanding of networking concepts (TCP/IP, DNS, VPN, Wi-Fi troubleshooting).
5. Experience using an enterprise ticketing tool (ServiceNow, Zendesk, Jira, etc.).

Soft Skills & Core Competencies

1. Exceptional verbal communication skills: Clear pronunciation, active listening, and a professional phone etiquette.
2. Empathy and patience: The ability to handle frustrated or anxious users with tact and professionalism.
3. Problem-solving mindset: Strong analytical skills to troubleshoot ambiguous technical issues methodically over the phone.
4. Time management: Ability to manage call handling time (AHT) effectively while ensuring quality resolution.

Preferred Certifications (Plus, but not required)

* ITIL 4 Foundation

* CompTIA A+ / Network+

* Microsoft Certified: Modern Desktop Administrator Associate ## Work Environment & Shifts

* This role predominantly involves wearing a headset and sitting/standing at a desk for extended periods handling high call volumes.

* This position required working in 24/7 rotational shifts, including nights, weekends, and holidays