IT Service Desk Analyst

About the role

The IT Service Desk Analyst provides first‑line technical support to end‑users, primarily serving clients in the United States during night‑shift hours. The role involves troubleshooting a wide range of software, hardware, and network issues while ensuring a high level of customer satisfaction.

Key responsibilities

• Administer and troubleshoot Microsoft 365 applications (Outlook, Word, Excel, PowerPoint) and Office 365 cloud services.
• Manage user accounts, groups, and permissions in Azure Active Directory.
• Install, configure, and maintain Windows desktop operating systems.
• Support mobile devices on Android and iOS, including app management and issue resolution.
• Configure and troubleshoot basic LAN and VPN connections.
• Apply security best practices and work with endpoint security software.
• Use ticketing systems to log, track, and resolve support requests.
• Provide remote assistance using remote support tools.
• Perform initial triage, analysis, and escalation of complex cases.
• Maintain accurate IT documentation.

Required profile

• Excellent verbal and written communication skills.
• Strong customer‑service orientation and empathy.
• Willingness to learn and continuously upgrade technical skills.
• Team‑player attitude with the ability to share knowledge.
• Adaptability to night‑shift work schedule.
• Problem‑solving mindset and good documentation habits.
• IT certifications are a plus but not mandatory.
• Prior experience in a Managed Service Provider (MSP) or BPO environment is highly valued.

Required skills

• Microsoft 365
• Outlook, Word, Excel, PowerPoint
• Office 365 administration
• Azure Active Directory
• Windows operating systems
• Android and iOS mobile OS
• VPN and LAN networking fundamentals
• Endpoint security software
• Ticketing systems
• Remote support tools