Service Desk Analyst - IBL Commercial Engineering

The Service Desk Analyst will provide timely support, escalating complex problems to higher-level teams, and ensuring customer satisfaction through clear communication and efficient problem-solving.

Job Summary

The Service Desk Analyst will provide timely support, escalating complex problems to higher-level teams, and ensuring customer satisfaction through clear communication and efficient problem-solving. 

Key Responsibilities

• Advanced Troubleshooting: Diagnose and resolve complex incidents escalated from Level 1, including software malfunctions, networking issues, MS O365 cloud system issues.
• Incident Management: Own and track tickets from inception to resolution, ensuring they meet SLA and OLA
• System Administration: Perform account management in AD / Entra, manage Office 365, and configure Windows or macOS environments.
• Escalation: Identify critical or deep-rooted issues that require specialized attention and escalate them to Level 3 teams with detailed diagnostic documentation.
• Knowledge Management: Create and update "Knowledge Base" (KB) articles and technical documentation to assist Level 1 staff and improve first-call resolution rates.
• Proactive Maintenance: Monitor system performance, perform scheduled updates/patches, and conduct "health checks" to prevent future disruptions.

Job Requirements

• Experience: Typically requires 2–3 years of experience in an IT support or help desk role.
• Technical Proficiency:
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with networking protocols (TCP/IP, DNS, DHCP) and infrastructure.
• Experience using ITSM tools.
• Experience in email filtering / security tools.
• Experience in Endpoint security.
• Education & Certifications:
• An associate or bachelor’s degree in computer science or a related field is often preferred.
• Common certifications include ITIL, CompTIA A+, and Microsoft Certified titles.
• Soft Skills: High-level problem-solving, patience for frustrated users, and the ability to explain technical concepts to non-technical staff.