Provide first-line technical support via phone, email, chat, and remote access
Troubleshoot and resolve issues related to hardware, software, networks, and applications
Support users on MS Surface Devices with Windows 11 and Microsoft 365 tools
Leverage Generative AI tools to improve issue resolution and user experience
Log, track, and update incidents and service requests in the ticketing system
Escalate complex issues to appropriate teams/vendors and follow through to resolution
Ensure high levels of customer satisfaction through timely and effective support
Contribute to continuous improvement by sharing feedback and process enhancement ideas
Participate in ongoing training and skill development initiatives

2–4 years of experience in a Service Desk / IT Helpdesk / Technical Support role
Good knowledge of Microsoft 365 (M365), Exchange, Active Directory (AD), and Microsoft Entra (Azure AD)
Hands-on experience with Windows 10/11 environments
Basic understanding of network troubleshooting (VPN, connectivity, etc.)
Familiarity with ITSM tools (ServiceNow, Remedy, or similar)

Competitive salary and performance-based incentives
Opportunity to work with cutting-edge technologies like Microsoft 365, Copilot, and Generative AI
Exposure to a global IT environment and enterprise-level infrastructure
Continuous learning through training programs and certification support
Clear career progression paths within IT support and digital experience roles
Collaborative, inclusive, and innovation-driven workplace culture
Employee well-being programs and work-life balance initiatives

Service Desk Analyst

Key skills