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 Fundamenta