Process Lead and service desk Lead

JOB DESCRIPTION Service Desk Analyst (L1 / L2) Role Summary Provide first and second level IT support to end users, ensuring timely resolution of incidents and service requests while maintaining high customer satisfaction. Key Responsibilities • Log, categorize, prioritize, and resolve incidents and service requests. • Provide remote troubleshooting for desktops, laptops, O365, email, VPN, printers, and business applications. • Perform user account administration in Active Directory and related tools. • Escalate unresolved issues to appropriate resolver groups. • Monitor ticket queues and ensure SLA compliance. • Create and maintain knowledge base articles. • Participate in shift handovers and operational reviews. • Support onboarding, offboarding, and asset-related activities. • Perform root cause identification for recurring issues (L2). • Coordinate with infrastructure, network, cloud, and application teams for issue resolution. Technical Skills Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory, Azure AD/Entra ID, VPN, Citrix, ServiceNow/ITSM tools, basic networking (DNS, DHCP, TCP/IP), remote support tools. Qualifications Bachelor’s degree in Computer Science, IT, or related discipline. ITIL Foundation certification preferred. Experience L1: 1-3 years of Service Desk / Help Desk experience. L2: 3-6 years of Service Desk, EUC, or Technical Support experience. Key Competencies Customer focus, communication skills, analytical troubleshooting, teamwork, documentation, ownership, multitasking, and willingness to work in shifts. KPIs / Success Measures SLA Compliance, First Call Resolution (FCR), Customer Satisfaction (CSAT), Ticket Quality Score, Knowledge Contribution, Escalation Reduction, MTTR.