Service desk Analyst L1

Role   Service desk Analyst 
Location   Morrisville, NC 
 
 
Job Description

• Provide first-level technical support via phone, email, chat, or ticketing tools (Jira / ServiceNow).

• Troubleshoot Windows 11 issues including login problems, performance issues, system configuration errors, and printer/peripheral support.

• Manage user accounts in Azure Active Directory including password resets, account unlocks, license assignments, and group membership updates as per SOP.

• Support Microsoft 365 applications Outlook, Teams, OneDrive, SharePoint covering login errors, sync issues, and basic configuration.

• Handle MFA (Multi-Factor Authentication) and password reset issues, authenticator setup, and related access problems.

• Provide basic VPN support, including connectivity troubleshooting, user login issues, and network checks.

• Support devices through MDM/Intune, including device enrollment, compliance alerts, and application deployment issues.

• Log, classify, prioritize, and resolve incidents according to SLAs; escalate to L2/L3 based on impact and complexity.

• Maintain clear and professional communication with end users and update tickets with accurate notes.

• Follow SOPs, adhere to security policies, and contribute to knowledge base improvements.

• Knowledge in identifying desktop, laptop, and printer issues.

 
 Eligibility, Knowledge, Skills & Experience

• 1 5 years in a Service Desk or in an IT Support role.

• Strong knowledge of Windows 10/11, O365, Teams, Outlook, and general end-user troubleshooting.

• Phone support experience is mandatory.

• Experience in Technical helpdesk or technical call center support is required.

• Hands-on experience with Azure AD, Intune/MDM, MFA, and VPN support.

• Familiarity with ticketing tools like ServiceNow or Jira Service Management.

• 3-4 yrs of university education post High school (B.Sc. or Diploma).

• Excellent communication, customer service capability, and problem-solving skills.

• Ability to follow processes and work in a structured SLA-driven environment.

• A proactive mindset with the ability to make a meaningful impact.

• Customer focused with the eagerness to learn and grow continuously.

• A competitive spirit with a drive to excel and willing to work in 24/7 operational environment.