The IT Service Desk Analyst is responsible for delivering effective, efficient, and professional IT support to end users across the organization. The role provides first and second-level support for ICT infrastructure, systems, and services, while also handling selected system administration tasks to ensure timely resolution and high service quality. Key Responsibilities Operate from a centralized IT Service Desk, providing remote and on-site IT support to users. Investigate and resolve 1st and 2nd line support incidents, including call logging, diagnosis, and resolution in accordance with IT SOPs. Monitor, review, and report on the health of supported data centers, and recommend improvements where necessary. Create, update, and maintain support documentation and Standard Operating Procedures (SOPs). Perform delegated system administration tasks such as user account management and software license compliance. Ensure accuracy and consistency of IT asset inventories in line with defined procedures. Maintain consistent patching levels across end-user systems. Monitor and track incidents from initial reporting to resolution, ensuring compliance with IT policies, SLAs, and OLAs, and escalate to vendors when required. Maintain and update knowledge bases, known error records, and troubleshooting guides to support effective issue resolution. Communicate regularly with the IT Service Team Leader regarding operational status and service performance. Requirements & Qualifications Minimum of 5 years’ experience in an IT Service Desk, Helpdesk, or End-User Computing support environment, preferably within a large or multi-site organization. Strong knowledge of IT Service Support & Delivery and IT Quality Assurance. ITIL Foundation certification. Microsoft Certified Professional (certification not older than 2 years). Experience with data and voice networks and related systems (e.g., UPS). Hands-on experience with ITSM tools (preferably BMC or similar). Key Skills & Competencies Strong analytical and problem-solving skills. Teamwork and collaboration. Interpersonal and communication skills. Customer service–oriented mindset. Integrity and accountability. Ability to achieve results and meet service objectives. Effective communication and negotiation skills.