Service Desk Analyst

Job Summary: The EUC Service Desk Engineer serves as the first point of contact for technical support within the organization. This role is responsible for resolving end-user issues, managing service requests, and ensuring the smooth operation of IT systems. The ideal candidate will have strong technical skills, excellent communication abilities, and a proactive approach to problem-solving. Key Responsibilities: Provide first-level technical support via phone, email, or ticketing system. Troubleshoot and resolve hardware, software, and network issues for end-users. Manage user accounts, access permissions, and password resets. Handle service requests and incidents in accordance with ITIL best practices. Maintain accurate records in the IT service management system. Configure and deploy end-user devices including desktops, laptops, and mobile devices. Support Microsoft 365, Windows OS, and other enterprise applications. Collaborate with other IT teams to escalate and resolve complex issues. Ensure compliance with IT security policies and procedures. Participate in IT projects and service improvement initiatives. Provide basic training and guidance to users on IT systems and tools. Required Skills & Experience: Minimum 2-3 years of experience in IT support or service desk roles. Strong knowledge of Windows OS, Microsoft 365, and basic networking. Experience with ITSM tools and ticketing systems, Remedy or ServiceNow Familiarity with Active Directory, Intune, and Azure (preferred). Excellent troubleshooting and diagnostic skills. Strong communication and customer service skills. Ability to work independently and manage multiple tasks. Able to work under pressure, make effective decisions and adapt to challenging situations. Have VIP Support experience will be advantageous. Qualifications: Diploma or higher in Infocomm Technology or related field. Additional certifications (e.g., Microsoft, CompTIA) or scripting knowledge are an advantage