Job description
This is a remote position.
Role Description
This is a full-time remote role for a Service Desk Analyst. The Service Desk Analyst will be responsible for providing technical support to users, troubleshooting IT-related issues, and delivering outstanding customer service. Daily tasks will include responding to help desk queries, resolving technical incidents, and collaboratively supporting the IT team to ensure systems run efficiently. The individual will also maintain technical documentation and deliver a professional user experience.
Responsibilities
Support the Service Desk operations with a strong focus on Joiners, Movers, and Leavers (JML).
Managed user access provisioning/de-provisioning, role changes, system permissions etc.
Ensured compliance with policies, SLAs and ITIL best practices.
Requirements
Technical Skills
User account management (Joiners, Movers, Leavers)
Active Directory (create, modify, disable users & groups)
Microsoft 365 / Exchange (mailboxes, access)
Identity & Access Management (IAM) principles
Ticketing systems
Basic Windows OS & application support
Hardware & asset management (laptops, peripherals) life cycle
Soft Skills
Clear communication (technical & non-technical users)
Attention to detail (critical for access control)
Time management & prioritisation
Customer service mindset
Problem-solving & troubleshooting
Ability to follow processes accurately
Qualifications
ITIL® 4 Foundation
Microsoft Certified: Azure Fundamentals (AZ-900)
Microsoft 365 Fundamentals (MS-900)
Service Desk & Support Certifications
CompTIA A+
CompTIA ITF+
Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
Microsoft Certified: Identity and Access Administrator Associate (SC-300)
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.