IT Service Desk Analyst

Company Description VIS Global Pty Ltd is a leading provider of enterprise communication and customer experience management solutions for organizations across multiple industries. The company specializes in advanced voice, unified communication, data networking, video, and customer experience technologies. VIS Global offers end-to-end services including consulting, solution design, implementation, training, and ongoing support. Team members work with state-of-the-art communication platforms and collaborate closely with clients to optimize their business communication and customer engagement. This environment provides opportunities to develop deep technical expertise and gain exposure to diverse enterprise clients.
Key ResponsibilitiesProvide Level 2 technical support for hardware, software, and network-related issues.Diagnose and resolve desktop, laptop, printer, and peripheral problems.Support Windows operating systems and Microsoft applications.Troubleshoot connectivity issues involving TCP/IP, DNS, and DHCP.Use remote support tools to assist end users.Manage incidents and service requests while meeting SLA requirements.Escalate unresolved issues to the appropriate support teams.Maintain accurate documentation and ticket updates.Deliver excellent customer service and communicate effectively with end users.Collaborate with internal teams to ensure timely issue resolution.Required Skills & ExperienceExperience in Desktop Support, Service Desk, or IT Helpdesk.Strong troubleshooting skills for Windows OS and Microsoft Office.Knowledge of Active Directory, Office 365, and remote support tools is highly desirable.Basic understanding of networking concepts (TCP/IP, DNS, DHCP).Excellent verbal and written communication skills.Strong customer service and problem-solving abilities.Ability to work independently and as part of a team.Nice to HaveExperience with backup and restore processes.Knowledge of endpoint security and antivirus solutions.IT certifications such as CompTIA A+, Microsoft, or ITIL are advantageous