Service Desk Analyst

Provide 1st and 2nd line IT support as the first point of contact for end-user issues across TBI. Manage incidents and service requests via phone, email, chat, or in-person, troubleshoot hardware/software, and support onboarding with laptop/device readiness. Maintain documentation and a knowledge base, update asset management records, and help ensure security compliance with requirements like MFA, anti-virus, and access controls. Coordinate with helpdesks in Nairobi, Dubai, and Singapore.