Service Desk Analyst

📋 Description

• Provide Level 1 and Level 2 technical support for Windows, Microsoft Office, VPN, telephony, server
• Handle IT service desk calls and requests following established procedures and practices.
• Troubleshoot Windows 11 user-profile, email-configuration, and desktop issues; diagnose basic
• Support Active Directory activities including password resets and user-profile changes; distribute
• Use remote-support tools (RDP) to troubleshoot user environments; monitor infrastructure and
• Collaborate with IT teams to resolve incidents and maintain service continuity; 24/7 support

🎯 Requirements

• 2–4 years of hands-on experience supporting enterprise productivity tools (Word, Excel, PowerPoint
• Strong understanding of Windows 11 enterprise environment, email configuration, and application
• 1–2 years administering/supporting Active Directory (password resets, profile management, patch
• Basic understanding of Microsoft networking (DHCP, DNS, IP addressing, connectivity).
• 1–2 years of international service desk operations and remote-support tools (RDP or similar).
• Good understanding of network and server fundamentals; basic ITIL knowledge; ITIL v3 Foundation is

🎁 Benefits

• Full-time remote opportunity based in India, supporting a global enterprise.
• Exposure to Windows 11, Active Directory, VPN, WSUS, and ServiceNow; ITIL-aligned service
• Collaborative environment focused on learning, teamwork, and continuous improvement.
• Impact on employee productivity and user experience; comprehensive benefits and employee wellbeing.