The Service Desk Support Analyst is an essential role within any organization, acting as the frontline
for technical assistance and problem resolution. This individual is responsible for supporting end-
users, maintaining system functionality, and ensuring the seamless operation of technology
infrastructure. The ideal candidate is one with strong customer service skills and proactive problem-
solver with a passion for technology and continuous learning.
Main Responsibilities
- End-User Support: Provide prompt, courteous, and effective technical assistance to employees via phone, email, or in person, addressing hardware, software, and network-related issues.
- Troubleshooting: Diagnose and resolve technical problems, including system errors, software malfunctions, hardware failures, and connectivity issues. Work with hardware and software vendors to uncover root causes and resolve technical issues.
- Device Setup and Configuration: Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripheral equipment for new and existing employees.
- Account and Access Management: Create, modify, and deactivate user accounts, passwords, and access permissions in accordance with security protocols and company policies.
- Software Support: Assist with installation, updates, and troubleshooting of productivity software, collaboration platforms, operating systems, and specialized business applications.
- Network Support: Provide support for wired and wireless networks, including troubleshooting connectivity problems and working with telecommunication service providers to identify the root causes.
- Incident Documentation: Accurately log issues, solutions, and interactions in ticketing or help desk systems, maintaining thorough records for reporting and analytics.
- Asset Management: Track inventory and movement of IT hardware and software assets, ensuring proper documentation and compliance with licensing requirements.
- IT Onboarding: Conduct IT onboarding for new staff and interns, which includes guidance on use of IT hardware, standard software, cloud-related services, as well as sharing knowledge of relevant IT policies and practices.
- IT Offboarding: Execute cessation of relevant system accounts and services of departing staff in accordance to IT Offboarding checklist and procedures.
- Maintenance and Updates: Perform regular updates of systems and applications, apply security patches, and execute preventative maintenance routines.
- Collaboration: Work closely with other IT team members and departments to support organization-wide technology initiatives and resolve cross-functional issues.
- Escalation: Identify issues that require specialized expertise and escalate them appropriately to suitable staff or external vendors and follow up closely till closure.
- Compliance: Ensure adherence to company policies, security guidelines, and regulatory standards regarding data privacy and IT operations.
- Continuous Improvement: Contribute to the enhancement of IT support processes, tools, and knowledge bases by providing feedback and sharing insights to improve daily operations.
Required Qualifications
- Education: Technical Diplomas in Information Technology, or related field, or equivalent practical experience.
- Certifications: CompTIA A+, Cisco Certified Network Associate (CCNA), Microsoft 365
- Certified: Endpoint Administrator Associate, or similar certifications preferred.
- Technical Skills: Strong knowledge of Windows operating systems, Microsoft Office Suite, basic networking concepts, and hardware troubleshooting. Familiarity with macOS will be advantages.
- Experience: Over 3 years in an IT support or help desk role in an organization that has more than 20 users, preferably in a fast-paced environment like financial services.
- Communication: Strong verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users.
- Customer Service: Commitment to providing exceptional support and building positive working relationships with internal stakeholders.
- Problem Solving: Demonstrated analytical and troubleshooting abilities, with a focus on delivering effective solutions.
- Organization: Ability to manage multiple priorities, track issues, and follow up consistently in a fast-paced environment.
- Attention to Detail: Precision in documenting incidents, updating records, and following established procedures.
- Teamwork: Willingness to collaborate with colleagues and participate in ongoing training and development.
Preferred Qualifications
- Advanced Certifications: Network+, Security+, ITIL Foundation, or other relevant credentials.
- Cloud Technologies: Familiarity with cloud platforms such as Microsoft 365, Windows365
- and Azure Virtual Desktops.
- Remote Support Tools: Proficiency in remote desktop tools and software deployment systems.
- Specialized Applications: Support experience with Financial Trading applications, such as Bloomberg Terminal, will be advantages.
- Project Participation: Involvement in technology rollouts, migrations, or upgrade projects.
- Scripting and Automation: Experience with PowerShell, Bash, or other scripting languages to automate routine tasks will be advantages.
- Multilingual Abilities: Additional language skills are an asset in global or multinational environments.
Key Competencies
- Adaptability: Willingness to adjust to changing technologies, evolving support needs, and new organizational directives.
- Initiative: Proactive approach to identifying and resolving issues before they impact business operations.
- Resilience: Ability to remain calm and focused on high-pressure situations and during system outages.
- Discretion: Maintain confidentiality and security when handling sensitive information and user data.
- Learning Orientation: Dedication to continuous improvement and keeping skills current with industry trends.
Work Environment & Physical Requirements
- Primarily office-based, with occasional remote work supported by strong justification.
- May require occasional lifting or moving of IT equipment (up to 20 KG).
- Some after-hours or weekend support work may be necessary for maintenance activities, or for critical incidents.
- Interaction with employees across all departments and at various organizational levels.
Reporting Structure
The Service Desk Analyst typically reports to the Service Desk Team Lead or Service Desk Manager.
