Service Desk Analyst - 1U

Responsibilities

Provide responsive, hands-on technical support to end-users onsite and remotely via phone, email, or chat.

Troubleshoot and resolve Microsoft 365 issues (e.g., Outlook, Teams, OneDrive, SharePoint, Exchange Online).

Troubleshoot and resolve Active Directory issues such as login failures, group policy issues, account lockouts, and permission escalations.

Handle and resolve incidents related to email delivery, MFA, Intune device management, and identity / access management.

Ticketing & Incident Resolution

Log, track, and resolve incidents and service requests using a ticketing system (e.g., ServiceNow, Jira).

Prioritize and follow up on open tickets with a focus on reducing first-time resolution time.

Escalate unresolved issues to L2 / L3 teams with appropriate documentation.

User Account Management

Perform user provisioning, deprovisioning, and access control using Active Directory and Microsoft Entra (Azure AD).

Administer and troubleshoot MFA setups, Intune device enrollments, and conditional access policies.

Knowledge & Documentation

Contribute to internal knowledge base with troubleshooting steps, SOPs, and known issue resolutions.

Document recurring issues and recommend long-term fixes to reduce incident volume.

Hardware & Application Support

Set up and configure laptops, desktops, mobile devices, and applications.

Support endpoint security and OS-level troubleshooting (primarily Windows environment).

Qualifications

Minimum Diploma in Computer Science, Information Technology, or a related field.

Minimum 3 years of experience in an IT support / service desk environment with direct end-user interaction.

Proven hands-on experience with Microsoft 365 troubleshooting (especially Outlook, Teams, Exchange Online).

Proficient in Active Directory user management, group policy troubleshooting, and basic PowerShell commands.

Familiar with MFA administration, Intune, Azure AD, and email tracing tools.

Strong understanding of incident management processes and working in a structured ticketing environment.

Good interpersonal skills and ability to communicate technical terms in user-friendly language.

Certification in Microsoft 365 Fundamentals, MD-102, CompTIA A+, or ITIL is an added advantage.

Ability to work independently and manage multiple priorities effectively.

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