service desk analyst

MEEZA QSTP

<div>
 <p>
  <strong>
   Service Desk Analyst
  </strong>
 </p>
 <p>
  The primary responsibilities of the Service Desk Analyst:
 </p>
 <p>
  <br/>
 </p>
 <p>
  Functional Responsibilities:
 </p>
 <ul>
  <li>
   Ensure full availability of Service Desk telephone, email, and other channels of support during their shift.
  </li>
  <li>
   Provide telephone and email support for clients and users.
  </li>
  <li>
   Proactively monitor support mailboxes and log in to the system.
  </li>
  <li>
   Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in to the service desk tool.
  </li>
  <li>
   Create, document, and review work instructions to help deal with similar incidents and requests.
  </li>
  <li>
   Take full ownership of all open Incidents and Service Requests and update them daily at a minimum.
  </li>
  <li>
   Support Workplace Services in providing remote support to resolve users&rsquo; issues. Educate end-users on technology best practices, self-help resources, and preventive measures to enhance their knowledge and reduce recurring incidents.
  </li>
  <li>
   Maintain accurate and up-to-date documentation, including knowledge base articles and troubleshooting guides, to facilitate efficient issue resolution and knowledge sharing among the service desk team.
  </li>
  <li>
   Ensure that Service Desk operations directly contribute to strategic business objectives by minimizing downtime, enhancing user productivity, and supporting the continuous operation of critical IT services.
  </li>
  <li>
   Align all activities with IT and service management goals, ensuring that every service desk interaction contributes to MEEZA's overall business success and customer satisfaction.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Knowledge, Skills &amp; Experience
  </strong>
 </p>
 <p>
  Academic &amp; Professional Qualifications:
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in computer science, Information Systems, Engineering, or equivalent.
  </li>
 </ul>
 <p>
  Experience:
 </p>
 <ul>
  <li>
   3-4 years of experience in delivering remote IT support via telephone and remote support tools within an IT Service Provider environment.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Skills and Requirements:
  </strong>
 </p>
 <ul>
  <li>
   Strong problem-solving abilities to diagnose and resolve customer issues.
  </li>
  <li>
   Excellent written and verbal communication skills, with a keen focus on effective customer service.
  </li>
  <li>
   Customer oriented mindset, meticulous attention to detail, along with empathy and patience, to consistently deliver high-quality support to clients.
  </li>
  <li>
   Hands-on experience with Microsoft Operating Systems and the Office suite.
  </li>
  <li>
   Mandatory expertise in Microsoft Active Directory, Exchange, Azure, and O365 administration.
  </li>
  <li>
   Knowledge of IT Service Management principles, ITIL V4 Foundation certification.
  </li>
  <li>
   Knowledge of fundamental IT security principles.
  </li>
  <li>
   Experience with ITSM tools, preferably HP/Microfocus Service Manager, is an asset.
  </li>
  <li>
   Proficiency in Microsoft Active Directory, Exchange, and O365.
  </li>
  <li>
   <strong>
    Preferred
   </strong>
   : Industry certifications such as MCITP, MCTS, Microsoft 365, Microsoft Azure Fundamentals, CCNA, and CCNP, supported by practical hands-on experience.
  </li>
  <li>
   <strong>
    Preferred
   </strong>
   : Familiarity with various network systems, including CISCO IPT, VPN services, and basic first-level network troubleshooting skills.
  </li>
  <li>
   <strong>
    Preferred
   </strong>
   : Experience or knowledge of SCCM, Intune, BitLocker, and endpoint security is highly recommended.
  </li>
 </ul>
 <p>
 </p>
</div>


Service Desk Analyst

Veeam Software

<div>
 Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world&rsquo;s biggest brands. The future of data resilience is here - go fearlessly forward with us.
 <br/>
 <br/>
 <strong>
  About The Role
  <br/>
  <br/>
 </strong>
 The Service Desk Analyst II will supervise (investigate, prioritize, escalate) incoming Service Desk tickets, provide technical support, and resolve issues as they arise. This is an on-site role; the primary workload is handling incoming tickets from remote employees. The ideal candidate will be reliable, able to analyze and address non-standard situations, and able to take ownership of the technical problems they encounter.
 <br/>
 <br/>
 <em>
  This will be an onsite role, based in Riyadh, Saudi Arabia
  <br/>
  <br/>
 </em>
 What You'll Do
 <br/>
 <br/>
 <ul>
  <li>
   Investigate, prioritize, resolve, and escalate incoming Service Desk tickets
  </li>
  <li>
   Monitor Service Level Agreement (SLA) compliance within the team
  </li>
  <li>
   Ensure timely resolution or escalation of technical issue
  </li>
  <li>
   Provide IT support for hardware and software
  </li>
  <li>
   Perform user account administration across multiple systems
  </li>
  <li>
   Collaborate as a member of an international team
  </li>
  <li>
   Review and update the Service Desk knowledge base with accurate processes and procedures
  </li>
  <li>
   Additionally: support light hardware operations in the office (equipment handout/returns, simple inventory updates, basic checks to decide on repair and coordinate service)
   <br/>
   <br/>
  </li>
 </ul>
 What You'll Bring
 <br/>
 <br/>
 <ul>
  <li>
   At least 2 years of experience in an IT Service Desk role, ideally in an enterprise environment
  </li>
  <li>
   Proficiency in English and Arabic, both written and spoken
  </li>
  <li>
   Strong multitasking skills with the ability to handle real-time support issues
  </li>
  <li>
   A proactive approach to delivering high-quality customer service, with the ability to work under pressure and independently
  </li>
  <li>
   Experience with Active Directory, including creating/managing user accounts and distribution lists, and performing password resets and account unlocks
  </li>
  <li>
   Familiarity with using a ticketing system (e.g., ServiceNow or similar) to manage and track workload
  </li>
  <li>
   In-depth knowledge of Microsoft desktop operating systems (especially Windows 10) and macOS
  </li>
  <li>
   Strong expertise in MS Office products
  </li>
  <li>
   Be able to learn a new product or technology via lab time, self-training, and technical support resources
   <br/>
   <br/>
  </li>
 </ul>
 Bonus Skills
 <br/>
 <br/>
 <ul>
  <li>
   Ability to work with users of any level of technical knowledge
  </li>
  <li>
   Knowledge of networking technologies (TCP/IP, DNS, DHCP)
  </li>
  <li>
   ITIL certifications, CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications
  </li>
  <li>
   Experience with incident monitoring and management systems
  </li>
  <li>
   Scripting and automation skills using tools like PowerShell
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Please note:
 </strong>
 If an applicant is permanently located outside of Saudi Arabia, Veeam reserves the right to decline the application for this position.
 <br/>
 <br/>
 <strong>
  Veeam Software is an equal opportunity employer
 </strong>
 and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.
 <br/>
 <br/>
 Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.
 <br/>
 <br/>
 The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes.
 <br/>
 <br/>
 By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.
 <br/>
 <br/>
 <strong>
  By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.
  <br/>
  <br/>
  <br/>
  <br/>
 </strong>
</div>


Macquarie Group

<p>As a Service Desk Analyst, you will provide technology support to staff at our Dubai office, assisting users at the walk-up desk and providing remote support through various channels. You will deliver first and second line support for Microsoft technologies and end user access management tools, ensuring issues are resolved promptly and professionally. You will assist VIPs and other staff both in-person and over the phone, utilising your strong communication skills and ability to prioritise tasks in a fast-paced environment. You will contribute to the continual improvement of our customer experience and support the ongoing development of Macquarie s technology platforms. Occasionally, you may be required to work weekends or bank holidays, and travel to other offices to provide on-site support.</p>

American Technology Consulting LLC

<div><p>The training cycle runs 3-4 weeks, so start date would most often fall 2 to 3 weeks from the date of acceptance.</p><p></p><p><br>
This team teleworks on every Friday.</p><p>
This position is 100% onsite and at The Riverfront Office Center (ROC) (the main DMV building along the Susquehanna River, just south of I-83), specifically located at-</p><p>
1101 South Front St., Harrisburg, PA 17104</p><p>
Since the team moved to that location there is no longer a need to bring a $20 check as PennDOT doesn't charge for badges there.</p><p></p><p><br>
This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. No Tier 2 work will be performed. This is an operational-type job and reliability, and communication are key components to making the department successful.</p><p></p><p><br>
PennDOT seeks someone with customer service experience, people skills, prefer a team environment and have basic IT experience. They can teach the IT, but the candidate either will have or doesn&rsquo;t have people and customer service skills.</p><p></p><p><br>
The Help Desk Analyst performs the skills listed below-</p><ul><li>Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.</li><li>Investigates and resolves computer software and hardware problems of users.</li><li>Answers questions, applying knowledge of computer software, hardware, systems, and procedures.</li><li>Talks with technical and non-technical co-workers to research problem and find solution.</li><li>Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.</li><li>Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.</li><li>Follow quality standards and displays strong customer service skills.</li><li>Able to work in a team environment.</li><li>Complete assigned tasks.</li><li>Excellent communication skills; both written and spoken.</li><li>Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory</li><li>Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.</li><li>Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.</li></ul><p></p><p><br>
Required Skills:</p><ul><li>Experience with call tracking and ticketing software</li><li>Attentive to details and ability to be resourceful (using supplied documentation)</li><li>Ability to support users with limited knowledge of computers, software, hardware, and systems</li><li>Above average communication skills and telephone manner.</li><li>Excellent organizational skills</li><li>Basic User &amp; Security Group Active Directory administration</li><li>Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365</li><li>Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)</li><li>You will be a self-motivated achiever who gains satisfaction from providing excellent customer service</li><li>1+ years previous IT Service Desk and/or Call Center experience required.</li></ul><p></p><p><br>
***Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks&rsquo; notice beforehand.***</p></div>

Tata Consultancy Services (TCS)

<div></div><div><div><div><div><ul><li>IT Service Desk Operations</li>
<li>Atleast 3 years of experience handling Service Desk services.</li>
<li>Fluency in English (Reading, Writing, Speaking)</li>
<li>Understand and responds in Business Communications</li>
<li>Good Managerial Skill</li>
<li>Understanding and knowledge on IT Infrastructure.</li>
<li>Work in any shift (24*7)</li>
<li>ITIL Knowledge</li>
<li>Understanding and knowledge on IT Infrastructure.</li>
<li>Act as Single point of contact as Customer Global Service Desk</li>
<li>A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems.</li>
<li>Create / Update KBA, SOP</li>
<li>Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation</li>
<li>Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively</li>
<li>Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware</li>
<li>respond to requests for technical assistance in person, via phone, chat, web and email</li>
<li>diagnose and resolve technical hardware and software issues</li>
<li>research questions using available information resources</li>
<li>advise user on appropriate action</li>
<li>follow standard help desk procedures</li>
<li>log all help desk interactions</li>
<li>administer help desk software</li>
<li>follow up with customers and users to ensure complete resolution of issues</li>
<li>redirect problems to correct resource</li>
<li>identify and escalate situations requiring urgent attention</li>
<li>track and route problems and requests and document resolutions</li>
<li>resolve technical problems with Local Area Networks and Wide Area networks</li>
<li>prepare activity reports</li>
<li>inform management of recurring problems</li>
<li>stay current with system information, changes and updates</li>
<li>help update training ma nuals for new and revised software and hardware</li>
<li>train users as necessary</li>
</ul></div></div></div><div><div><div><b>Location</b></div>
<div>Pune</div>
</div><div><div><b>Job Function</b></div>
<div>IT INFRASTRUCTURE SERVICES</div>
</div><div><div><b>Role</b></div>
<div>Engineer</div>
</div><div><div><b>Job Id</b></div>
<div>378453</div>
</div><div><div><b>Desired Skills</b></div>
<div>IT IS_Service Desk | Service Desk</div>
</div></div><p>Desired Candidate Profile
</p><div><div><b>Qualifications</b> : BACHELOR OF ENGINEERING</div></div></div><div></div>

Wipro

<div>Job Description<p></p><div><div><ul><li><div><b><br>
</b><br>
</div></li></ul></div></div><div><div><div><div>Job Title: Service Desk Analyst L2
</div></div></div></div><div><div><div><div>Req Id: 112365
</div></div></div></div><div><div><div><div>City: Ahmedabad
</div></div></div></div><div><div><div><div>State/Province: Gujarat
</div></div></div></div><div><div><div><div>Posting Start Date: 11/18/25
</div></div></div></div><div><div><div><div>Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients&rsquo; most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
</div></div></div></div><div><div><div><div>Job Description:
<div><div><div><h2 class="jobSectionHeader"><b>Job Description
</b></h2></div><div><p><b>Role:
</b></p><p>The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro&acirc;&#128;&#153;s Service Desk objectives
</p></div></div><div><div><h2 class="jobSectionHeader"><b>&#847;
</b></h2></div><div><p><b>Do:
</b></p><ul><li><b>Be responsible for primary user support and customer service
</b><ul><li>Respond to queries from all calls, portal, emails, chats from the client
</li><li>Become familiar with each client and their respective applications/ processes
</li><li>Learn fundamental operations of commonly-used software, hardware and other equipment
</li><li>Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
</li><li>Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA &amp; hits
</li>Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework<br>
<li>
</li></ul></li></ul><p></p><ul><li><b>Regular MIS &amp; resolution log management on queries raised
</b><ul><li>Record events and problems and their resolution in logs
</li><li>Follow-up and update customer status and information
</li><li>Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
</li><li>Identify and suggest improvements on processes, procedures etc.
</li></ul></li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>&#847;
</b></h2></div><div><p><b>Deliver:
</b></p><div><div><div><div><b>No.
</b></div><div><p><b>Performance Parameter<br>
</b></p></div><div><p><b>Measure<br>
</b></p></div></div><br>
<div><div>1.
</div><div><p>Service Desk Delivery<br>
</p></div><div><p>Adherence to TAT, SLA as per SoW
</p><p>Minimal Escalation
</p><p>Customer Experience<br>
</p></div></div><br>
<div><div>2.
</div><div><p>Personal<br>
</p></div><div><p>Attendance
</p><p>Documentation etc.<br>
</p></div></div><br>
</div></div></div></div><p></p><div><div><h2 class="jobSectionHeader"><b>&#847;
</b></h2></div></div><div></div><div><div><h2 class="jobSectionHeader"><b>&#847;
</b></h2></div></div></div></div></div></div></div><div></div><div><div><div><div>Mandatory Skills: TIS Service Desk .<br>
<p></p>Experience: 1-3 Years .<br>
<p></p>Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.</div></div></div></div></div><p></p>

Service Desk Analyst L2

HonorHealth

<div>Overview:
<div>
Looking to be part of something more meaningful? At HonorHealth, you&rsquo;ll be part of a team, creating a multi-dimensional care experience for our patients. You&rsquo;ll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact. HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more. Join us. Let&rsquo;s go beyond expectations and transform healthcare together. HonorHealth is one of Arizona&rsquo;s largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses six acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With nearly 17,000 team members, 3,700 affiliated providers and close to 2,000 volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona. Learn more at HonorHealth.com.</div>
Responsibilities: <b>Job Summary</b><br>
The Service Desk Analyst I answers inbound support calls, work with customers to define and document incident scope, research and troubleshoot issues to achieve first call resolution or escalate incidents when appropriate. In addition, the Service Desk Analyst I participates in a support on-call rotation facilitating off-hour work functions in support of incidents, upgrades, patches, and project task fulfillment.<br>
<b>Essential Functions</b><br>
<ul><li>
Provides end user application support, defines &amp; documents incident scope, uses critical thinking to analyze problems, identifies root cause, troubleshoots issues to achieve first call resolution or escalate issues when appropriate. Triages and prioritizes incidents, monitors incidents status, takes ownership and follow-ups with other departments to ensure timely issue resolution. Reports for emergency response and perform assigned tasks. Follows up with customers to obtain additional information and ensure incident resolution. Utilizes application tools, assists users with access &amp; provisioning, installs &amp; deploys applications. Documents and submits new content to the knowledgebase.
</li><li>Uses communication skills to listen to, identify &amp; address customer needs while building a relationship and rapport with customers. Builds positive working relationships with team members, managers &amp; all departments. Prioritizes and responds promptly based on severity levels to needs of the customer. Proactively or timely recognizes opportunities for service recovery and acts to resolve issues.
</li><li>Consistently lives out the commitment to the HonorHealth tenets of service excellence as illustrated in daily interactions with staff, faculty, physicians, patients, their families and others outside of HonorHealth: Customer Centered, Service Focused, Quality Driven, Resource Wise, and Growth Oriented. Maintains a professional appearance for both themselves and their work environment.</li><li>
Completes IT Governance &amp; IT project job assignments to ensure achievement of established project milestones.</li><li>
Performs other duties as assigned.</li></ul><b>
Education</b><br>
<ul><li>
Associate's Degree or 2 years' work related experience in Computer Science, Information Systems, or a related discipline. - Preferred</li><li>
High School Diploma or GED - Required</li></ul><b>
Experience</b><br>
<ul><li>
1 year relevant experience - Required</li><li>
2 years experience in Networking and Active Directory. Experience in a Healthcare environment. - Preferred</li></ul><b>
Licenses and Certifications</b><br>
<ul><li>
HDI Support Center Analyst, A+, ITIL Foundation - Preferred</li></ul>
Facility: HonorHealth Support Services Department: IT Customer Service Work Hours: Sun-Wed 8am-6:30pm Shift: Day Position Type: Full-Time</div>

Service Desk Analyst I

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