Service Desk Support Analyst

**Job Title :** Service Desk Support Analyst **Team:** Cloud, Infrastructure \& Security (CIS) Position Overview This position will provide hosting operations support for all System/Application related up/down enterprise management activities \& network\-related within the Data Center and remote customer locations. This position will require strong technical skills infrastructure along with customer interaction to coordinate operations \& configuration activities. Key Responsibilities * Apply ITIL\-based incident, request, change, and escalation management processes. * Create, manage, and resolve tickets in ServiceNow ITSM, demonstrating professional communication and ticket ownership. * Troubleshoot Windows OS, Microsoft 365, printers, drivers, and device issues. * Manage users, passwords, and network connectivity using Active Directory, DNS, DHCP, and profile resets. * Resolve VPN, MFA, and network access issues, including WiFi/LAN troubleshooting and password management workflows. * Master troubleshooting across Windows, M365, Outlook, OneDrive, printers, and access failures. * Support mobile devices, MDM enrollment, Citrix/Horizon VDI, and remote session troubleshooting. * Work with collaboration tools (SharePoint, Teams, Confluence), endpoint security, and remote support tools (RDP, Dameware, AnyDesk). * Provide basic support for AWS and Azure cloud access, including EC2, S3, Azure AD/Entra ID, and MFA architecture. * Deliver customer service excellence in unified contact center environments, using Genesys, Amazon Connect, Avaya, and GenAI agent assist. * Demonstrate clear communication, empathy, call/chat etiquette, and de\-escalation techniques in multi\-channel support scenarios. * Collaborate with cross\-functional teams to deliver professional, multi\-channel customer support and production readiness. * Engage in continuous learning and apply best practices in service desk, cloud, and remote support operations. Required Skills \& Qualifications * Minimum of High School diploma and/or an Associates or Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field. * Understanding of ITIL, incident management, and ticketing systems (ServiceNow). * Familiarity with Windows OS, Microsoft 365, Active Directory, DNS, DHCP, and network troubleshooting. * Exposure to cloud platforms (AWS, Azure), endpoint security, and remote support tools. * Strong analytical, troubleshooting, and communication skills. * Eagerness to learn new technologies and contribute to team success. * Experience with ServiceNow ITSM, ticket lifecycle management, and escalation workflows. * Hands\-on with MDM, VDI, collaboration tools, and endpoint security. * Familiarity with cloud access troubleshooting, call center software, and GenAI agent assist. * Understanding of hardware fundamentals, remote support, and compliance monitoring. * Interest in AI/ML, automation, and cloud operations for enterprise environments. * Certi