IT Support & Automation Analyst (Service Desk Support)

Job description

Job Summary:

The IT Service Desk is the central point of contact for all IT-related incidents and service requests. The Service Desk Engineer will provide first-line technical support to end users across the organization while leveraging AI tools, automation platforms, and intelligent workflows to improve efficiency, reduce manual effort, and enhance user experience.

This role requires a proactive mindset to identify repetitive tasks, implement automation, and adopt AI-driven solutions to optimize service delivery.

Key Responsibilities:

Service Desk Support

• Provide first-level technical support via phone, email, chat, and self-service portals
• Diagnose and resolve hardware, software, and network-related issues
• Support Windows environment, M365 applications, MS Teams, and cloud services
• Troubleshoot desktop, laptop, and remote access issues
• Ensure users can access company systems and applications seamlessly
• Escalate complex issues to relevant support teams when necessary

AI & Automation Enablement (New Focus Area)

• Identify repetitive service desk tasks and automate using scripting or AI tools
• Leverage AI-powered assistants, chatbots, or copilots to handle common user queries
• Create and maintain automated workflows (e.g., ticket routing, password resets, onboarding tasks)
• Utilize tools such as Power Automate, scripting (PowerShell/Python), or ITSM automation features
• Analyse ticket trends and use AI insights to predict, prevent, and reduce incidents
• Continuously improve knowledge base articles and integrate with AI-driven self-service portals
• Collaborate with IT teams to implement intelligent service management solutions

Incident & Service Management

• Take ownership of tickets and ensure timely resolution within SLA
• Perform root cause analysis and implement permanent fixes where possible
• Maintain accurate documentation of issues, solutions, and automation workflows
• Ensure high levels of customer satisfaction and service quality

Your skills and experience

Required Skills & Experience:

• Strong knowledge of Windows OS, desktop support, and troubleshooting
• Experience with M365, Teams, and cloud-based environments
• Familiarity with ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management, etc.)
• Basic understanding of networking concepts and remote support tools
• Experience in chat/email support and end-user communication
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills

Preferred / Added Advantage Skills:

• Hands-on experience with automation tools (Power Automate, scripting, APIs)
• Basic knowledge of AI tools, copilots, or chatbot platforms
• Experience with PowerShell, Python, or low-code/no-code automation platforms
• Exposure to ITIL practices and service management processes
• Understanding of cloud platforms (Azure, AWS, etc.)
• Experience building self-service portals or knowledge automation systems

Soft Skills:

• Self-motivated, proactive, and eager to learn new technologies
• Ability to work independently and as part of a team
• Customer-focused mindset with strong service orientation
• Innovative thinker with interest in AI-driven IT operations

Key Outcome Expectations:

• Reduction in repetitive tickets through automation
• Improved first-call resolution rate
• Increased use of AI/self-service by end users
• Enhanced efficiency and faster response times

Why you'll love working here

• 14 days Annual leaves + 3 Sick leaves
• Private Health Insurance
• Annual Salary Review
• Performance Bonus
• 100% salary in probation period
• Free LinkedIn Learning Account
• Company Events & Team Building