IT Servie Desk Analyst

This is a remote position.
Role Description
This is a full-time remote role for a Service Desk Analyst. The Service Desk Analyst will be responsible for providing technical support to users, troubleshooting IT-related issues, and delivering outstanding customer service. Daily tasks will include responding to help desk queries, resolving technical incidents, and collaboratively supporting the IT team to ensure systems run efficiently. The individual will also maintain technical documentation and deliver a professional user experience.
Responsibilities

Support the Service Desk operations with a strong focus on Joiners, Movers, and Leavers (JML).

Managed user access provisioning/de-provisioning, role changes, system permissions etc.

Ensured compliance with policies, SLAs and ITIL best practices.

Requirements
Technical Skills

User account management (Joiners, Movers, Leavers)

Active Directory (create, modify, disable users & groups)

Microsoft 365 / Exchange (mailboxes, access)

Identity & Access Management (IAM) principles

Ticketing systems

Basic Windows OS & application support

Hardware & asset management (laptops, peripherals) life cycle

Soft Skills

Clear communication (technical & non-technical users)

Attention to detail (critical for access control)

Time management & prioritisation

Customer service mindset

Problem-solving & troubleshooting

Ability to follow processes accurately

Qualifications

ITIL® 4 Foundation

Microsoft Certified: Azure Fundamentals (AZ-900)

Microsoft 365 Fundamentals (MS-900)

Service Desk & Support Certifications

CompTIA A+

CompTIA ITF+

Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)

Microsoft Certified: Identity and Access Administrator Associate (SC-300)

Originally posted on Himalayas