IT Service Desk Analyst

About the role

We are looking for an IT Service Desk Analyst to provide first‑line support for a range of Microsoft and mobile technologies. The role operates on a night‑shift schedule to serve our primary client base in the United States.

Key responsibilities

• Administer and troubleshoot Microsoft 365 applications (Outlook, Word, Excel, PowerPoint) and Office 365 cloud services.
• Manage Azure Active Directory users, groups, permissions, and access controls.
• Install, configure, and maintain Windows desktop operating systems.
• Support mobile devices on Android and iOS, including setup, app management, and issue resolution.
• Configure and troubleshoot basic LAN and VPN networking connections.
• Apply endpoint security measures and work with antivirus/anti‑malware tools.
• Handle tickets through a ticketing system and provide remote assistance using remote support tools.
• Document incidents, resolutions, and maintain accurate IT records.

Required profile

• Excellent verbal and written communication skills.
• Strong customer‑service orientation with empathy for end‑users.
• Willingness to learn new technologies and obtain certifications.
• Team‑player attitude and ability to work independently.
• Flexibility to work night‑shift hours.
• Problem‑solving mindset with the ability to triage, analyze, and resolve issues or know when to escalate.

Required skills

• Microsoft 365 administration
• Azure Active Directory
• Windows desktop OS
• Android and iOS mobile OS
• Networking fundamentals, VPN, LAN
• Endpoint security software
• Ticketing systems
• Remote support tools