remote
Service Desk Analyst - Accent Group Limited
Software Engineer
Support enterprise IT services for a large retail network, managing incidents, requests, and user issues across Windows and Active Directory environments using ServiceNow and ITIL best practices.
About the role
Key Responsibilities
- Respond to and resolve user incidents and service requests via ServiceNow, ensuring timely and accurate documentation.
- Diagnose and troubleshoot Windows desktop, laptop, and peripheral issues, applying root‑cause analysis and escalation procedures.
- Manage Active Directory accounts, group memberships, and permissions, including password resets and access provisioning.
- Collaborate with cross‑functional teams to implement ITIL processes, improve service delivery, and maintain knowledge base articles.
- Participate in on‑call rotations and 24/7 support coverage for critical retail operations.
Requirements
- 3+ years of experience in a technical support or service desk role within a large organization.
- Strong knowledge of Windows operating systems, Active Directory, and common office productivity tools.
- Hands‑on experience with ServiceNow or a comparable ITSM platform.
- Excellent communication skills and a customer‑focused mindset.
- ITIL Foundation certification or equivalent experience preferred.
Skills
itilactive directoryservicenow