Help Desk Analyst

We are seeking a skilled and customer-focused Help Desk Analyst with expertise in Office 365 (O365), Active Directory, and ServiceNow. This role involves providing frontline technical support to resolve end-user issues, ensuring seamless IT operations, and delivering excellent customer service. The ideal candidate will have experience in troubleshooting software, hardware, and network issues while demonstrating strong problem-solving skills and the ability to work effectively in a fast-paced environment. Key Responsibilities Technical Support: Act as the first point of contact for IT-related issues and service requests, providing timely resolution via ServiceNow ticketing system. Office 365 Administration: Manage and support O365 applications, including Outlook, Teams, OneDrive, and SharePoint. Troubleshoot access, configuration, and performance issues. Active Directory Administration: Perform user account management, group policy updates, password resets, and permissions assignments to ensure secure and consistent access to network resources. ServiceNow Ticketing System Management: Log, prioritize, and track incident and service requests using ServiceNow. Escalate unresolved technical issues to appropriate teams as needed. Problem Diagnosis: Analyze, diagnose, and resolve hardware, software, network, and system-related issues to minimize downtime and disruptions. End-User Training: Provide guidance to users on system features, software applications, and best practices for leveraging O365 tools effectively. Documentation and Reporting: Maintain accurate records of all support activities, including ticket status, resolution steps, and knowledge base updates. Collaboration: Work closely with other IT teams to identify patterns, implement proactive improvements, and contribute to long-term operational stability. Compliance: Ensure adherence to security policies, SLAs, and company IT standards when performing technical tasks.