Global Service Desk Analyst

About the role

We are looking for a Global Service Desk Analyst to provide first‑line IT support to Sun Life employees worldwide. You will join a dynamic IT support team, helping users resolve technical issues quickly so they can get back to work.

Key responsibilities

• Respond to inbound calls, emails and tickets, diagnosing and resolving hardware, software and access problems.
• Perform password resets, install applications on laptops and mobile devices, and troubleshoot more complex IT incidents.
• Use the Knowledge Base to find solutions and document new fixes for future reference.
• Escalate unresolved issues to specialized teams while keeping users informed of progress.
• Log all interactions accurately and contribute to continuous improvement of support processes.
• Provide overflow support to other service‑desk lines during busy or after‑hour periods.

Required profile

• Bachelor’s degree in an IT‑related field.
• 1‑2 years of technical support experience in a BPO contact‑centre environment.
• Fluent written and spoken English.
• Willingness to work night‑shift schedules.

Required skills

• Problem‑solving and analytical thinking.
• Clear verbal and written communication.
• Familiarity with service‑desk software and ticketing systems.

What we offer

• Opportunity to work with global clients and develop technical expertise.
• Supportive team environment with coaching and knowledge‑sharing.