IT Service Desk Analyst

About the role

The IT Service Desk Analyst provides first‑line technical support and exceptional customer service to internal and external users worldwide. The role involves handling incidents and service requests across multiple communication channels while adhering to IT policies and procedures.

Key responsibilities

• Perform Level 1 incident management, analysing, documenting and resolving issues reported via phone, email or chat.
• Deliver high‑quality customer service in daily interactions and take ownership of problem resolution.
• Troubleshoot end‑user problems on software applications, hardware, network, telecommunication systems and remote desktop environments.
• Manage incidents and service requests according to established IT processes and procedures.
• Assist in developing and maintaining incident and problem management processes.
• Work rotating shifts, including holidays and weekends, to meet operational needs.
• Identify operational risks and propose improvement actions.

Required profile

• Prior experience in an IT Help Desk or Service Desk environment.
• Familiarity with ITIL‑based service management is advantageous.
• Tertiary degree or equivalent combination of education and work experience; IT or engineering qualification preferred.

Required skills

• Incident Management
• Service Request Management
• ITIL knowledge
• Remote Desktop Support
• Network Troubleshooting
• Telecommunication Systems support