remote
First Line Service Desk Analyst - T Tech
Software Engineer
Entry‑level service desk analyst providing first‑line technical support via phone, email and remote tools, handling Microsoft stack issues, managing tickets and ensuring a high‑quality customer experience.
About the role
Key Responsibilities
- Serve as the initial point of contact for end‑users, delivering support through phone, email and remote‑access tools.
- Troubleshoot and resolve incidents across the Microsoft technology stack, including Windows OS, Office 365 and Active Directory.
- Accurately log, update and track all tickets in the service‑desk platform, ensuring timely communication and documentation.
- Escalate complex or high‑priority issues to second‑line support while providing all necessary context and diagnostics.
- Maintain knowledge of standard operating procedures and contribute to continuous improvement of support processes.
Requirements
- Minimum 6 months of experience in an IT support or service‑desk environment.
- Strong understanding of Microsoft Windows, Office 365 and Active Directory concepts.
- Proficiency with ticketing systems (e.g., ServiceNow, JIRA) and remote support tools.
- Excellent communication skills and a customer‑focused attitude.
- Ability to work independently, prioritize tasks and follow documented procedures.