Service Desk Analyst

About the role

We are looking for a Service Desk Analyst to provide first‑line technical assistance to end‑users. The role involves handling inbound calls, diagnosing issues, and delivering timely resolutions in a fast‑paced environment.

Key responsibilities

• Answer inbound support calls and troubleshoot technical problems.
• Provide L1 support for Windows, macOS, Microsoft 365, Active Directory, VPN and enterprise applications.
• Log, manage and document incidents using ServiceNow, Jira or Zendesk.
• Resolve user issues on first contact whenever possible and escalate complex cases.
• Follow up on open tickets to ensure SLA compliance.
• Communicate technical solutions clearly to non‑technical users.

Required profile

• 1–3 years of experience in a Service Desk, Help Desk, Technical Support or Call‑Center environment.
• Hands‑on experience supporting Windows, macOS, Microsoft 365, Active Directory and VPN connectivity.
• Familiarity with ITSM/ticketing tools such as ServiceNow, Jira or Zendesk.
• Basic understanding of networking concepts (TCP/IP, DNS, Wi‑Fi, VPN).
• Strong communication, troubleshooting and customer‑service skills.

Required skills

• Windows operating system
• macOS operating system
• Microsoft 365
• Active Directory
• VPN technologies
• ServiceNow
• Jira
• Zendesk
• TCP/IP networking
• DNS
• Wi‑Fi networking

What we offer

• 24/7 rotating shift schedule, including nights, weekends and holidays.
• High‑volume voice support environment with opportunities to work across multiple ticketing platforms.