Hours: Australian Business hours with occasional after hours

Job Summary

We are seeking a proactive and customer-focused Service Desk Analyst with a passion for delivering exceptional IT support. As the first point of contact for IT-related queries, you will play a critical role in ensuring seamless support for end-users while maintaining a high level of customer satisfaction.

Key Responsibilities
- Provide first-line technical support to users, ensuring timely resolution of IT issues.
- Perform onboarding for current users, including account creation, device setup, and user orientation.
- Log, prioritize, and escalate incidents and service requests using ITIL-based processes.
- Deliver excellent customer service, ensuring clear communication and follow-up on all support tickets.
- Troubleshoot hardware, software, and network-related issues to minimize downtime.
- Assist with documentation, including updating knowledge bases, user guides, and troubleshooting steps.
- Collaborate with cross-functional IT teams to escalate complex issues when necessary..

Qualifications




- 2+ years experience in a service desk or IT support role.
- Bachelor s degree in Computer Science, Information Technology, or a related field.
- Strong understanding of ITIL processes and experience working in an ITIL-aligned environment.
- Proven customer service skills, with a strong focus on delivering an exceptional end-user experience.
- Excellent written and verbal communication skills for user support and documentation.
- Hands-on experience onboarding new users, including provisioning accounts, devices, and software access.
- Familiarity with troubleshooting common desktop, laptop, and application-related issues.
- Ability to work independently and manage multiple priorities in a fast-paced environment.

Preferred Qualifications:
- ITIL Foundation Certification or higher.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject

📌 Service Desk Analyst (India)
🏢 Doryo Technologies India
📍 India