Service Desk Analyst - Onsite in TN

We have 3 levels of positions, while applying, please mentione which role you would fit into

• Service Desk Lead, Onsite (8-11 years)
• Service Desk Senior Analyst, Onsite (3–5 years)
• Service Desk Analyst, Onsite (2–3 years)

The Service Desk Analyst serves as the first point of contact for end users, providing technical support and resolution for IT incidents and service requests. The role is responsible for delivering high-quality customer service, ensuring timely issue resolution, maintaining SLA compliance, and supporting a wide range of workplace technologies, including Microsoft 365, endpoint devices, identity management, and collaboration tools.

Key Responsibilities:

• Incident & Service Request Management:
• End User Support:
• Communication & Customer Service:
• Knowledge Management & Process Compliance:
• Collaboration & Operational Support:

Required Technical Skills:

·        Working knowledge of Windows 10/11 and Microsoft 365 applications.

·        Understanding of Active Directory, Azure AD/Entra ID, and identity management concepts.

·        Experience supporting Outlook, Teams, OneDrive, SharePoint, and Office applications.

·        Basic networking knowledge including DNS, DHCP, TCP/IP, VPN, and Wi-Fi troubleshooting.

·        Familiarity with ITSM tools such as ServiceNow, Freshservice, Remedy, Jira Service Management, or similar.

·        Knowledge of endpoint management and remote support tools.