Position Overview: We are looking for a Service Desk Analyst to provide support for end-users and ensure the smooth operation of IT services. The ideal candidate will have a foundational understanding of ITIL processes and hands-on experience with ServiceNow, Azure AD, and desktop hardware support. This role requires excellent customer service skills and the ability to address a wide range of technical issues.

Key Responsibilities

- Provide basic desktop hardware support, including troubleshooting monitor issues, connection problems, and peripheral setups.
- Administer Active Directory tasks (Cloud and On-Premise), such as password resets, account management, and organizational unit (OU) movements.
- Support and troubleshoot common off-the-shelf software, with a focus on Outlook (including distribution list management, shared mailbox setups, etc.).
- Handle and resolve service desk tickets promptly and professionally, ensuring minimal disruption to users.
- Offer consistent, high-quality customer service and support to all users.




- Maintain detailed and accurate documentation of incidents, resolutions, and requests in ServiceNow.

Required Skills &

Experience

- 1-2 years of experience in an IT support or service desk role.
- Proficient with ITIL Foundation principles and ServiceNow for incident management.
- Hands-on experience with Azure AD for user management and access controls.
- Basic understanding of desktop hardware and the ability to troubleshoot common issues.
- Experience with Outlook support, including distribution lists and shared mailbox configurations.

Additional Skills

- Solid verbal and written communication skills, with active listening abilities.
- Ability to communicate technical information clearly and effectively to non technical users.
- Understanding of customer business objectives and how IT solutions can support them.
- Experience with remote monitoring and management tools is a plus.

📌 Service Desk Analyst 1 (Chennai)
🏢 Norwin Technologies
📍 Chennai