Service Desk Analyst – IT Support

About the role

The Service Desk Analyst is the first point of contact for all IT support requests, delivering prompt assistance to end‑users across the organization. You will diagnose, resolve, and document incidents while ensuring a high level of user satisfaction and operational continuity.

Key responsibilities

• Provide first‑level support via phone, chat, email and other channels.
• Log, categorize and route incidents and service requests in the ticketing system.
• Troubleshoot software and hardware issues, including Office 365, Windows OS and remote‑access solutions.
• Communicate incident status and resolution updates clearly to users.
• Contribute to and maintain knowledge‑base articles and self‑service resources.
• Collaborate with other IT teams to escalate high‑priority incidents.
• Monitor and report on service‑desk KPIs and user‑satisfaction metrics.
• Identify and suggest process improvements for better service delivery.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or related field, or equivalent experience.
• 2‑3 years of experience in IT support or service‑desk environments.
• Excellent verbal and written English communication skills.
• Strong analytical and problem‑solving abilities with a customer‑focused mindset.
• Willingness to work flexible schedules, including evenings or weekends when required.

Required skills

• Microsoft Office Suite
• Windows operating systems
• Office 365
• Remote‑access solutions
• ServiceNow or similar ITSM tools