What are the responsibilities and job description for the Service Desk Analyst position at Yochana?
Job Description
- Provide first-level technical support via phone, email, chat, or ticketing tools (Jira / ServiceNow).
- Troubleshoot Windows 11 issues including login problems, performance issues, system configuration errors, and printer/peripheral support.
- Manage user accounts in Azure Active Directory including password resets, account unlocks, license assignments, and group membership updates as per SOP.
- Support Microsoft 365 applications—Outlook, Teams, OneDrive, SharePoint—covering login errors, sync issues, and basic configuration.
- Handle MFA (Multi-Factor Authentication) and password reset issues, authenticator setup, and related access problems.
- Provide basic VPN support, including connectivity troubleshooting, user login issues, and network checks.
- Support devices through MDM/Intune, including device enrollment, compliance alerts, and application deployment issues.
- Log, classify, prioritize, and resolve incidents according to SLAs; escalate to L2/L3 based on impact and complexity.
- Maintain clear and professional communication with end users and update tickets with accurate notes.
- Follow SOPs, adhere to security policies, and contribute to knowledge base improvements.
- Knowledge in identifying desktop, laptop, and printer issues.