Associate Service Desk Analyst

About the role

The Service Desk Analyst serves as the first point of contact for all IT support requests across HealthEdge's global employee base. In this role, you will triage, troubleshoot, and resolve a wide range of hardware, software, and connectivity issues through our ITSM platform (Jira Service Management), by phone, chat, and remote tools. You are part of a follow-the-sun support model, meaning your team's work directly enables colleagues around the world to stay productive regardless of time zone.

Responsibilities

• Serve as the first point of contact for IT support requests via phone, chat, and email
• Triage and categorize incoming tickets, resolving T1-scope issues within defined SLA targets
• Troubleshoot common issues across Windows and macOS endpoints, M365 applications, printers, VPN, and peripherals
• Escalate unresolved or complex issues to T2/T3 with full documentation and context
• Follow established runbooks and knowledge base articles to deliver consistent, repeatable resolutions
• Process user onboarding and offboarding requests including account provisioning, deprovisioning, and access modifications
• Manage password resets, MFA enrollment, and basic Okta/Entra ID requests
• Ensure access requests are fulfilled within SLA and properly documented per security policies
• Aid employees with setup and configuration of laptops, desktops, mobile devices, and peripherals
• Support basic imaging, software installation, and configuration tasks as directed by T2/T3
• Cook up hardware swap or depot processes with the EUC & Asset Management team when replacement is needed
• Document all interactions and resolutions accurately and completely in work tracking tools
• Contribute to the knowledge base by documenting new solutions and updating existing articles
• Follow ITIL-aligned processes for incident management, request fulfillment, and escalation
• Provide clear, timely, and professional communication to end users at all stages of ticket lifecycle
• Set accurate expectations on resolution timelines and proactively communicate delays
• Represent the Corporate IT team positively as the most visible touchpoint for the broader employee base

Requirements

• 1–3 years of experience in a help desk, service desk, or IT support role
• Hands-on experience supporting Windows 10/11 and macOS endpoints
• Familiarity with M365 applications (Outlook, Teams, SharePoint, OneDrive)
• Experience working in a ticketing system
• Basic understanding of Active Directory or Entra ID user and group management
• Strong written and verbal English communication skills
• Customer-first mindset with the ability to explain technical concepts to non-technical users

Qualifications

• Preferred: Experience with SSO/MFA platforms
• Preferred: Familiarity with remote support tools
• Preferred: Experience with ITIL frameworks or service management best practices
• CompTIA A+, Microsoft Fundamentals (MD-102), or equivalent certification
• Preferred: Experience in a global or multi-region IT support environment