Service Desk Analyst (Ops Support Executive) 1 yearcontract

As a Service Desk Analyst, you will be responsible for

providing first-class technical support to our internal customers.

Your key responsibilities will include :

Provide timely and effective technical support via phone,

email, and webchat, managing the end-to-end customer experience

with empathy and professionalism.

Perform

first and 1.5-level troubleshooting for a wide range of issues,

from software application queries (like Office 365) to hardware

setup, using advanced remote control tools to visualize and fix

problems directly.

Take full ownership of

assigned incidents, tracking them from initial report to final

resolution, and providing regular, proactive updates to

users.

Escalate complex issues to specialist

resolver groups while maintaining oversight to ensure a timely

fix.

Hands-On

Support : Provide face-to-face, onsite assistance at

user desks or our service counter, including setting up and

deploying computers for new joiners.

Uphold Security : Act as a

guardian of our IT security, following strict protocols for tasks

like password resets and immediately reporting any potential

security

threats.

What

You'll Bring to the

Role :

A Diploma in Information Technology, Computer Science, or

a related field.

1-3 years of

experience in a similar IT support or service desk

role.

Strong proficiency in

supporting Microsoft Office 365 is

essential.

Excellent problem-solving and

communication skills, with a genuine customer-service

focus.

The ability to work independently and

manage your own queue of

incidents.

It's a Plus

if You Have : ITIL

Foundation certification.

Experience with

remote support tools.

A proactive mindset and

ideas for improving processes.