it service desk analyst

Strativia

<div>Job Purpose: 
The IT Service Desk Analyst provides Tier I and Tier II technical support to ensure reliable IT services for CNSG-C personnel. This role supports users by troubleshooting hardware, software, and network issues, managing service tickets, and maintaining IT systems and assets. The position also assists with workstation setup, account management, video teleconferencing support, and infrastructure maintenance to ensure continuous system availability and mission readiness. 
 
Responsibilities:
<ul><li>Provide Tier I and Tier II helpdesk support in-person, by phone, or electronically through the REMEDY ticket system, escalating incidents to higher tiers when required.</li>
<li>Track and document service requests in the REMEDY system, ensuring tickets are completed accurately and in accordance with NCTS Bahrain Service Level Agreement (SLA) procedures.</li>
<li>Install, configure, and maintain workstations, including workstation setup, drive mapping, printer configuration, and user account support.</li>
<li>Perform basic Active Directory tasks and manage NTFS permissions for shared resources.</li>
<li>Troubleshoot and resolve software issues involving Microsoft Office, Outlook, Adobe, Java, and PKI certificates.</li>
<li>Conduct hardware maintenance and infrastructure support including workstation installations, cable management, UPS system checks, and replacement of laptop and desktop components.</li>
<li>Provide basic printer maintenance and troubleshooting support.</li>
<li>Support user onboarding and offboarding processes including account creation, workstation setup, and access configuration.</li>
<li>Manage SAAR-N form submissions and tracking to enable system access for users.</li>
<li>Submit and track Requests for Change (RFC) including port activation, software installations, and system reimaging.</li>
<li>Provide scheduling and technical support for video teleconferences (VTCs).</li>
<li>Maintain and track ONE-Net IT assets, ensuring accurate inventory records and quarterly asset reporting.</li>
<li>Support mobile device management by issuing, configuring, and troubleshooting command-issued iPhones and coordinating with NCTS as required.</li>
<li>Process IT equipment disposal through DRMO procedures for unused or non-functional assets.</li>
<li>Submit Base Communications Office (BCO) work requests for phone installations, relocations, ADSL line modifications, and network cabling repairs.</li>
<li>Draft and release command communications using the Command and Control Official Information Exchange (C2OIX) application.</li>
<li>Participate in special projects and support day-to-day IT operations as assigned by leadership.</li>
<li>Other duties as assigned.</li>
</ul>
 
Qualifications:
<ul><li>Active DoD 8570 IAT Level II certification or higher (e.g., Security+ CE, CASP) required.</li>
<li>Strong working knowledge of hardware and infrastructure support including workstation installations, cable management, UPS systems, and hardware component replacement.</li>
<li>Experience managing and tracking service tickets using REMEDY or similar helpdesk ticketing systems.</li>
<li>Proficiency with SAAR-N form submission and tracking processes.</li>
<li>Experience submitting and managing Requests for Change (RFC) including port activation, software installation, and system reimaging.</li>
<li>Familiarity with Active Directory administration and NTFS permission management.</li>
<li>Experience troubleshooting Microsoft Office applications and common enterprise software tools.</li>
<li>Strong customer service, communication, and problem-solving skills with the ability to support users in a fast-paced operational environment.</li>
<li>Ten (10) years of helpdesk or IT service desk experience preferred.</li>
</ul>
 
Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization. 
 
Strativia is an Equal Opportunity Employer and strives for diversity. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets</div>

IT Service Desk Analyst

<div>
 
 Job Purpose
 
 
 
 The IT Service Desk Analyst provides Tier I and Tier II technical support to ensure reliable IT services for CNSG-C personnel. This role supports users by troubleshooting hardware, software, and network issues, managing service tickets, and maintaining IT systems and assets. The position also assists with workstation setup, account management, video teleconferencing support, and infrastructure maintenance to ensure continuous system availability and mission readiness.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Provide Tier I and Tier II helpdesk support in-person, by phone, or electronically through the REMEDY ticket system, escalating incidents to higher tiers when required.
 </li>
 <li>
 Track and document service requests in the REMEDY system, ensuring tickets are completed accurately and in accordance with NCTS Bahrain Service Level Agreement (SLA) procedures.
 </li>
 <li>
 Install, configure, and maintain workstations, including workstation setup, drive mapping, printer configuration, and user account support.
 </li>
 <li>
 Perform basic Active Directory tasks and manage NTFS permissions for shared resources.
 </li>
 <li>
 Troubleshoot and resolve software issues involving Microsoft Office, Outlook, Adobe, Java, and PKI certificates.
 </li>
 <li>
 Conduct hardware maintenance and infrastructure support including workstation installations, cable management, UPS system checks, and replacement of laptop and desktop components.
 </li>
 <li>
 Provide basic printer maintenance and troubleshooting support.
 </li>
 <li>
 Support user onboarding and offboarding processes including account creation, workstation setup, and access configuration.
 </li>
 <li>
 Manage SAAR-N form submissions and tracking to enable system access for users.
 </li>
 <li>
 Submit and track Requests for Change (RFC) including port activation, software installations, and system reimaging.
 </li>
 <li>
 Provide scheduling and technical support for video teleconferences (VTCs).
 </li>
 <li>
 Maintain and track ONE-Net IT assets, ensuring accurate inventory records and quarterly asset reporting.
 </li>
 <li>
 Support mobile device management by issuing, configuring, and troubleshooting command-issued iPhones and coordinating with NCTS as required.
 </li>
 <li>
 Process IT equipment disposal through DRMO procedures for unused or non-functional assets.
 </li>
 <li>
 Submit Base Communications Office (BCO) work requests for phone installations, relocations, ADSL line modifications, and network cabling repairs.
 </li>
 <li>
 Draft and release command communications using the Command and Control Official Information Exchange (C2OIX) application.
 </li>
 <li>
 Participate in special projects and support day-to-day IT operations as assigned by leadership.
 </li>
 <li>
 Other duties as assigned.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Active DoD 8570 IAT Level II certification or higher (e.g., Security+ CE, CASP) required.
 </li>
 <li>
 Strong working knowledge of hardware and infrastructure support including workstation installations, cable management, UPS systems, and hardware component replacement.
 </li>
 <li>
 Experience managing and tracking service tickets using REMEDY or similar helpdesk ticketing systems.
 </li>
 <li>
 Proficiency with SAAR-N form submission and tracking processes.
 </li>
 <li>
 Experience submitting and managing Requests for Change (RFC) including port activation, software installation, and system reimaging.
 </li>
 <li>
 Familiarity with Active Directory administration and NTFS permission management.
 </li>
 <li>
 Experience troubleshooting Microsoft Office applications and common enterprise software tools.
 </li>
 <li>
 Strong customer service, communication, and problem-solving skills with the ability to support users in a fast-paced operational environment.
 </li>
 <li>
 Ten (10) years of helpdesk or IT service desk experience preferred.
 
 
 </li>
 </ul>
 Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization.
 
 
 
 
 Strativia is an Equal Opportunity Employer and strives for diversity. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets
 
 
</div>

EMR USA Metal Recycling

About Us: 
EMR is one of the world’s leading metal recycling companies with a history spanning decades. At EMR, our employees are the heart and soul of our organization. We are committed to creating a workplace that prioritizes the well-being and safety of everyone. Our company provides a supportive and inclusive community where everyone's ideas and contributions are valued. We believe in teamwork and collaboration.
 
Our mission is to provide our customers with efficient and reliable metal recycling services while minimizing the environmental impact of our operations. EMR recycles ten million tons of material annually, everything from beverage cans to aircraft carriers. We work with a wide variety of metals including copper, aluminum, brass, and stainless steel and can recycle it into more than 200 different types of new sustainable raw materials.
 
EMR offers our team a competitive salary and a comprehensive benefits package, including health insurance, retirement plans with company match, wellbeing benefits, employee assistance program and more. Join us and be a part of a team that puts people first!
 
EMR is seeking a Junior IT Service Desk Analyst to provide frontline technical support to employees across the organization. This role is ideal for someone early in their IT career who has a strong interest in technology, enjoys solving problems, and wants hands-on experience supporting hardware, software, and network systems. The Junior IT Service Desk Analyst serves as a key resource for troubleshooting technical issues, configuring equipment, and ensuring employees have the tools they need to work efficiently. This position pays $23/hr and will be worked 100% onsite in Camden, NJ. The expected schedule is Monday through Friday 8am to 5pm with one rotating Saturday a month 7am to 1pm.
 Key Responsibilities
 <ul>
<li>Respond to and prioritize employee requests related to hardware, software, networking, telephone, and technology issues</li>
<li>Image and configure desktop and laptop computers to company standards</li>
<li>Install operating systems and required software applications</li>
<li>Provide desktop support for Microsoft Office products and business applications</li>
<li>Perform basic Microsoft Exchange administration, including mailbox creation and permission management</li>
<li>Communicate clearly with users to manage expectations and provide updates</li>
<li>Ensure timely resolution of service desk tickets with proper follow-through</li>
<li>Promote and support company information security practices</li>
<li>Occasionally provide on-site or field technical support</li>
<li>Assist with additional IT projects and duties as assigned</li>
</ul>
Qualifications
 <ul>
<li>Passion for technology and learning new systems</li>
<li>Strong troubleshooting and problem-solving skills</li>
<li>Ability to work both independently and collaboratively within a team</li>
<li>Excellent written and verbal communication skills</li>
<li>Ability to manage multiple requests and prioritize effectively</li>
<li>Basic understanding of:</li>
<li>TCP/IP networking</li>
<li>LAN and WAN network topology</li>
<li>Customer-service mindset with a focus on user experience</li>
<li>Ability to lift up to 50 lbs. when deploying equipment</li>
<li>High School Diploma or GED required</li>
<li>IT certifications (CompTIA A+, Network+, Microsoft, etc.) preferred</li>
</ul>
#LI-Onsite
 IND01
 
EMR USA Metal Recycling provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
 
<ul>
<li>E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve lawful workforce.</li>
</ul>

Junior IT Service Desk Analyst

Atlas

<div>
 
 IT Network Services Team | Atlas Van Lines
 
 
 
 At Atlas Van Lines, we&rsquo;re more than a moving company. We&rsquo;re a family of companies delivering transportation and logistics solutions across the globe. Through a trusted network of quality agents and service partners, we help people and businesses
 
 go new places&reg; -
 
 more easily, more securely, and with confidence.
 
 
 What sets Atlas apart is our agent-owned model and shared commitment to service excellence. That focus has fueled extraordinary growth and we&rsquo;re just getting started.
 
 
 
 About The Role
 
 
 
 We&rsquo;re looking for a customer-focused
 
 IT Service Desk Analyst II
 
 to join our IT team and serve as the primary point of contact for end-user technology support. In this role, you&rsquo;ll play a key part in ensuring our systems, applications, and services operate smoothly so users can focus on their work.
 
 
 You&rsquo;ll handle incoming support requests, troubleshoot technical issues, and ensure incidents are resolved efficiently or escalated appropriately to meet service level agreements (SLAs). This role requires strong technical fundamentals, excellent communication skills, and the flexibility to support rotating shifts and after-hours on-call coverage as needed.
 
 
 
 What You&rsquo;ll Do
 
 
 
 <ul>
 <li>
 Serve as the first point of contact for IT service desk requests via phone, web portal, email, and chat, providing timely, courteous, and effective support.
 </li>
 <li>
 Support users&mdash;including agents, subsidiaries, and PVOs&mdash;by resolving basic to moderately complex technical issues and service requests.
 </li>
 <li>
 Build rapport with end users by actively listening, gathering detailed problem information, and setting clear expectations.
 </li>
 <li>
 Diagnose and troubleshoot hardware, software, and application issues using remote support tools and diagnostic utilities.
 </li>
 <li>
 Test and validate solutions to ensure incidents are fully resolved before closure.
 </li>
 <li>
 Prioritize incidents and service requests according to defined processes to meet established SLAs.
 </li>
 <li>
 Research solutions using internal documentation, knowledge bases, and external resources as needed.
 </li>
 <li>
 Perform end-user security and application account administration, escalating issues with complete and accurate documentation when necessary.
 </li>
 <li>
 Contribute to and maintain the service desk knowledge base and stay current on both new and legacy Atlas applications through ongoing training.
 </li>
 <li>
 Maintain content on the AtlasNet website and alert leadership to recurring issues or emerging incident trends.
 </li>
 <li>
 Stay informed about the software, hardware, and systems supported by the organization.
 </li>
 <li>
 Participate in after-hours and on-call rotations and perform other duties as assigned.
 
 
 
 </li>
 </ul>
 
 Your Wellness Is Our Focus
 
 
 
 <ul>
 <li>
 Medical, dental, and vision coverage for employees and dependents
 </li>
 <li>
 Employee Assistance Programs with a strong focus on mental health
 </li>
 <li>
 24/7 access to a licensed therapist
 </li>
 <li>
 Wellness programs with employee perks
 </li>
 <li>
 Onsite Fitness Center and Medical Clinic
 
 
 
 </li>
 </ul>
 
 Financial Wellbeing
 
 
 
 <ul>
 <li>
 Generous 401(k) matching retirement plan
 </li>
 <li>
 Pre-tax savings options including HSA and FSA
 </li>
 <li>
 Tuition assistance
 </li>
 <li>
 Financial wellness resources through our Employee Assistance Program
 </li>
 <li>
 Earning potential up to $21/hour
 
 
 
 </li>
 </ul>
 
 Flexibility &amp; Time Off
 
 
 
 <ul>
 <li>
 Paid time off including vacation, sick leave, parental leave, holidays, and disability leave
 
 
 
 </li>
 </ul>
 
 What You&rsquo;ll Need
 
 
 
 <ul>
 <li>
 High school diploma or GED required.
 </li>
 <li>
 2-4 years of experience in a technical support or help desk role, preferably in a corporate environment, or an equivalent combination of education and experience.
 </li>
 <li>
 Strong working knowledge of computer hardware, operating systems, and standard business applications.
 </li>
 <li>
 Experience with Microsoft Office 365, Active Directory, and Remote Desktop preferred.
 </li>
 <li>
 Experience with service desk/ticketing systems and mobile device support is a plus; ServiceNow experience is preferred.
 </li>
 <li>
 Familiarity with ITIL principles and service management best practices.
 </li>
 <li>
 Strong customer service, communication, and problem-solving skills.
 </li>
 <li>
 Ability to manage multiple priorities in a fast-paced support environment.
 
 
 
 </li>
 </ul>
 
 Our Promise to You
 
 
 
 At Atlas, we want you to grow your career - not just fill a role. We invest in our people through
 
 
 <ul>
 <li>
 Free online training via a modern learning and development platform
 </li>
 <li>
 A company-wide mentorship program
 </li>
 <li>
 Internal employee organizations
 </li>
 <li>
 Tuition reimbursement and continuous learning opportunities
 
 
 
 </li>
 </ul>
 
 Atlas Van Lines is an Equal Opportunity Employer, including Veterans and individuals with disabilities.
 
 
 
 
 Benefits may vary by position and/or office location.
 
 
 
 <ul>
 <li>
 The salary range shown is a good‑faith estimate of what we expect to offer for this role, with actual compensation determined by skills, experience, and job‑related factors.
 </li>
 </ul>
</div>

IT Service Desk Analyst II

Apex Systems

<div>
 
 Job#: 3032542
 
 
 
 
 Job Description:
 
 
 
 Apex Systems is a world class technology services business that incorporates industry or insights and experience to deliver solutions that fulfill our clients&rsquo; digital visions.
 
 
 Apex has an opportunity for a
 
 Help Desk Analyst
 
 . For applicants who are interested in this opportunity, send your updated resume to Gaby Ortega, Account Manager, at gortega @apexsystems.com . **No third parties please**
 
 
 
 Position:
 
 Help Desk Analyst
 
 
 
 Location:
 
 10 Park Plaza, Boston, MA 02116
 
 
 
 Duration:
 
 6/1/26-11/1/26 (with possibility of extension)
 
 
 
 Rate:
 
 $33.00/hour
 
 
 The Massachusetts Bay Transportation Authority (MBTA) provides critical public transportation services across the Commonwealth. The IT organization supports thousands of employees by ensuring reliable access to systems, applications, and technology needed to operate the MBTA safely and efficiently. This role supports frontline end users and serves as a key point of contact for IT service delivery.
 
 
 
 Detailed List Of Job Duties And Responsibilities
 
 
 
 <ul>
 <li>
 Provide frontline technical support and troubleshooting for a wide range of software applications and hardware systems to enable end users to efficiently perform their job functions.
 </li>
 <li>
 Manage the onboarding process for new users, including creation and configuration of Active Directory (AD), email, application, and VPN accounts.
 </li>
 <li>
 Administer Microsoft Office 365 (M365) services, including Exchange mailboxes, shared calendars, email distribution groups, and permission assignments.
 </li>
 <li>
 Maintain and manage Active Directory security group memberships and on‑premises file share permissions.
 </li>
 <li>
 Monitor and manage tickets within the ServiceNow help desk system, resolving tickets or triaging issues to higher‑level support teams as needed.
 </li>
 <li>
 Respond quickly and professionally to requests received through the IT Help Desk via phone, email, or ticketing system.
 </li>
 <li>
 Execute proper offboarding procedures, including disabling user accounts and revoking system access.
 </li>
 <li>
 Provide remote access and VPN support, including basic user training and troubleshooting.
 </li>
 <li>
 Utilize remote desktop tools to take control of user systems in order to diagnose and resolve technical issues.
 </li>
 <li>
 Leverage internal knowledge bases, documentation, vendor resources, and support sites to troubleshoot and resolve issues effectively.
 </li>
 <li>
 Serve as an advocate for the end user, ensuring timely, high‑quality service and coordination across the IT organization.
 </li>
 <li>
 Communicate clearly and courteously with customers, vendors, and colleagues at all times.
 </li>
 <li>
 Perform related duties, documentation, and special IT projects as assigned.
 
 
 </li>
 </ul>
 
 Required Qualifications
 
 
 
 <ul>
 <li>
 Experience providing technical support in an enterprise IT or help desk environment.
 </li>
 <li>
 Working knowledge of Microsoft Windows and Microsoft Office applications.
 </li>
 <li>
 Hands‑on experience with Microsoft Office 365 (M365), including Exchange, Teams, SharePoint, and Multi‑Factor Authentication (MFA).
 </li>
 <li>
 Experience with Active Directory user account management, security groups, and file share permissions.
 </li>
 <li>
 Familiarity with help desk ticketing systems such as ServiceNow.
 </li>
 <li>
 Ability to troubleshoot hardware, software, connectivity, and access‑related issues efficiently.
 </li>
 <li>
 Strong customer service skills with the ability to communicate technical concepts clearly to non‑technical users.
 </li>
 <li>
 High attention to detail and ability to follow documented processes and procedures.
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 Experience providing remote support and VPN troubleshooting.
 </li>
 <li>
 Prior experience in a public sector or large enterprise IT environment.
 </li>
 <li>
 Familiarity with IT asset management and account lifecycle processes.
 </li>
 <li>
 Experience supporting hybrid or distributed workforces.
 
 
 </li>
 </ul>
 Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing&reg; in Talent Satisfaction in the United States and Great Place to Work&reg; in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details.
 
 
 
 Everforth Apex Benefits Overview:
 
 Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our &lsquo;Welcome Packet&rsquo; as well, which an Everforth Apex team member can provide.
 
 
 Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing&reg; in Talent Satisfaction in the United States and Great Place to Work&reg; in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details.
 
 
 
 Everforth Apex Benefits Overview:
 
 Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our &lsquo;Welcome Packet&rsquo; as well, which an Everforth Apex team member can provide.
 
 
 &copy; 2026 Everforth, Inc. All rights reserved.
 
 
 Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.
 
 
 NYSE: EFOR
 
 
 4400 Cox Road
 
 
 Suite 200
 
 
 Glen Allen, Virginia 23060
 
 
 Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.
</div>

Help Desk Analyst

Cloudelligent

<div>Cloudelligent is looking for competent candidates for the position of Service Desk Engineer (L1) 
 
Position Title: Service Desk Engineer 
Location: Lahore 
 
About Cloudelligent 
 
Cloudelligent is an AWS Premier Consulting Partner helping organizations modernize, migrate, and innovate in the cloud. We work at the intersection of cloud, data, and AI to solve real business problems and not just implement technology. With an international footprint, Cloudelligent is customer-obsessed and focuses on Generative AI and Agentic AI to deliver practical, scalable solutions. 
 
Responsibilities<ul><li>
Perform Level 1 diagnosis and resolution of incidents / requests raised by end users.</li><li>
Responsible for supporting the IT Help Desk Services organization to ensure services are delivered to meet customer business needs and expectations, within SLA standards</li><li>
Act as a contact point between Helpdesk Operations and Other external and internal teams.</li><li>
Escalate issues to relevant teams based on SOP &amp; Escalation matrix</li><li>
Provide Incident Response (IR) support when analysis confirms actionable incident</li><li>
Perform incident closure, verifying problem resolution with Users and documenting resolution procedures</li><li>
Monitor and escalate service failure alerts and follow up with relevant teams to fix these with minimal impact.</li><li>
IT Support relating to technical issues involving Microsoft/AWS core business applications and operating systems</li><li>
Troubleshoot software, hardware, and network issues.</li><li>
Guide end-users on how to setup and use new technologies.</li><li>
Perform vendor management for procurement and support (Cloudelligent/Clients).</li><li>
Assist Cloud team with migration and supporting infrastructure on Azure/AWS.</li><li>
Backup and restore the organization's data files and systems.</li><li>
Install, configure, and upgrade PC software and operating systems.</li><li>
Manage inventory and track IT assets used by the organization.</li><li>
Author, edit, and manage IT documentation to improve our clients' IT policy, procedures, and protocols.</li><li>
Manage the helpdesk collaboratively for optimal performance and support by resolving incidents in a timely manner.</li><li>
Prepare and present weekly updates.</li><li>
Participate in IT projects.</li></ul>
Requirements<ul><li>
Bachelor's degree in information technology, computer science or related field.</li><li>
2+ years of experience providing customer-focused technical support.</li><li>
Exceptional verbal, written, and interpersonal communication skills.</li><li>
Hands on experience with service desk ticketing systems, email, online chat, service support process, and SLA.</li><li>
Strong interest in IT support, technical troubleshooting, and cloud technologies.</li><li>
Basic understanding of IT methodologies and service desk operations.</li><li>
Hands-on experience with Windows operating systems and Microsoft Office tools (e.g., Office 365). Knowledge of ticketing tools (e.g., Zendesk, Jira) is a plus.</li><li>
Knowledge of cloud platforms (AWS or Azure) is a plus.</li><li>
Should be able to work in 24/7 environments.</li><li>
Self-driven, ability to work independently or as part of a project team with limited supervision.</li><li>
AWS Cloud Practitioner certification is highly preferred.</li></ul>
JBTLuj7U3D</div>

Service Desk Engineer

XTIUM

<div>
 
 The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential.
 
 
 
 
 Job Description
 
 
 
 At XTIUM, we don&rsquo;t just build IT solutions&mdash;we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You&rsquo;ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you&rsquo;re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we&rsquo;re looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you&rsquo;re ready to contribute and help shape the future, XTIUM is the place for you.
 
 
 
 About The Team
 
 
 
 XTIUM&rsquo;s 24/7 global Enterprise Service Desk is a collaborative team of IT professionals dedicated to providing exceptional end user technical support. We are striving to be more than just a high performing service desk, but relentlessly seeking to deliver a premium, customer-centric service offering unlike any other, resulting in seamless issue resolution, hospitality focused customer experience, and customers who evangelize the XTIUM brand and offering. We are unapologetically pushing the boundaries on what an Enterprise Service Desk can do to transform the digital transformation experience for end users.
 
 
 
 About The Role
 
 
 
 As a Service Desk Technician, you will play a critical role in providing first-line technical support to our client end-users. This includes resolving a wide range of IT issues, such as hardware and software troubleshooting, account management, and password resets, while providing prompt and courteous assistance via phone, email, and chat. You will utilize and contribute to the internal knowledge base to resolve common issues efficiently and escalate complex issues to higher-level support when necessary. Additionally, you will actively participate in team training and development initiatives to enhance your performance, technical skills, and contribute to providing a &ldquo;white glove&rdquo; customer experience.
 
 
 
 Job Responsibilities
 
 
 
 <ul>
 <li>
 Provide customer end user technical support via phone, email, chat, and self-service portals
 </li>
 <li>
 Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications
 </li>
 <li>
 Assist end users with password resets, account unlocks, and access requests
 </li>
 <li>
 Provide remote assistance when applicable
 </li>
 <li>
 Troubleshoot network connectivity issues (e.g., internet access, VPN connections)
 </li>
 <li>
 Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system
 </li>
 <li>
 Escalate complex issues to higher-level support teams when necessary
 </li>
 <li>
 Adhere to service level agreements (SLAs) and meet performance targets
 </li>
 <li>
 Utilize the internal knowledge base to resolve common issues and improve efficiency
 </li>
 <li>
 Drive customer satisfaction through proactive communication and first call resolution
 </li>
 <li>
 Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude
 </li>
 <li>
 Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps
 
 
 </li>
 </ul>
 
 Job Qualifications
 
 
 
 <ul>
 <li>
 2+ years of service desk experience in an MSP environment
 </li>
 <li>
 Excellent verbal and written communication skills
 </li>
 <li>
 Strong interpersonal skills
 </li>
 <li>
 Excellent problem-solving and analytical skills
 </li>
 <li>
 Customer-centric approach with a focus on service excellence
 </li>
 <li>
 Ability to work effectively under pressure and manage multiple priorities
 </li>
 <li>
 Continuous improvement mindset
 </li>
 <li>
 Incident and request management experience
 </li>
 <li>
 Must be a team player and collaborative.
 </li>
 <li>
 Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365. MAC OS knowledge would be a plus, but not a hard requirement.
 </li>
 <li>
 Familiarity with IT Service Management concepts, practices, and procedures. Strong ITIL knowledge or certification preferred
 </li>
 <li>
 Technical Certifications: CompTIA, A+, MSCE are a plus
 </li>
 <li>
 Experience using ServiceNow ticketing system is preferred
 </li>
 <li>
 Experience using remote assistance tools
 </li>
 <li>
 Excellent time management skills
 </li>
 <li>
 A bachelor&rsquo;s degree or equivalent in Computer Science, Information Systems, or related field
 </li>
 <li>
 Strong technical background
 </li>
 <li>
 Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment
 </li>
 </ul>
</div>

Enterprise Service Desk Support Specialist

Search 10000+ It service desk analyst jobs near you this May. New roles added regularly across leading industries. Apply today.

10000 it service desk analyst jobs Near Me

IT Service Desk Analyst

IT Service Desk Analyst

Junior IT Service Desk Analyst

IT Service Desk Analyst II

Help Desk Analyst

Service Desk Engineer

Enterprise Service Desk Support Specialist