Responsibilities of Service Desk Analyst includes but are not limited to: - Be part of Noble IT Service Desk that provides telephone support answering, logging and prioritizing IT incidents and service requests to ensure that the service level targets are met. - Systematically interprets user problems and identifies solutions and possible side effects. - Document user contact in the ITSM suite (ServiceNow) appropriately and process them as per standard operating procedures. - Perform initial level diagnosis and use technical/logical skills to troubleshoot incidents with complex IT issues to restore services as quickly as possible on the first contact - Perform hands-on troubleshooting related to software and hardware (IT equipment, desktop, laptop, application), finding solutions from Noble Knowledge database - Work with 2nd and 3rd level teams which can be internal/external vendors as part of ticket resolutions. Keep users updated on the course of the ticket. - If assigned to projects, work with project managers to ensure managed system changes/tasks are completed to meet business requirements. - Give input to the problem and knowledge processes based on daily work experience - Identify the opportunities to improve overall operational performance & saving costs. - Adherence to Noble IT, Group policies and compliance - Willingness and flexibility to travel as per business needs. - Able to work on shifts (24 x 7 x 365) and on demand when business needs. - Other tasks/responsibilities that may be asked from time to time - Troubleshoot system failures or bugs and provide solutions to restore functionality - Walk users step-by-step through the problem-solving process Documentation and record responsibilities - Ad hoc reporting of support related performances - RCA reports for recorded IT issues - Record user feedback to IT services and report to service owners Qualification requirements - Bachelor's degree in Computer Science or similar field or equivalent experience - Strong customer skills and excellent analytical and problem-solving skills - ITIL V4 Foundation or similar process framework experience for more than 1 year - Proactive, identifying issues before they become problems and capable of following a task all the way to the end - Quality conscious, structured, service professional and fast learner - Technical skills related to desktop/laptop/printer/applications/hardware issues - Proven experience as computer technician or similar role - Thorough knowledge of computer systems and IT components - Relevant certifications (e.g. CompTIA A+) will be an advantage - The ability to break down technological processes and deliver clear, step-by-step instructions - Knowledge within the following technologies: o ServiceNow (ITSM Tool) o Network and server o Active Directory o MS Windows 10, 11 o Office 365 o Admin tools - Admin Exchange, Teams Admin, Azure AD o VPN - Cisco AnyConnect, Global Protect o MS SCCM - System Center Configuration Manager