IT Service Desk Analyst

About the role

The IT Service Desk Analyst provides first‑line technical support to internal and external users worldwide. Working across multiple communication channels, the analyst resolves incidents and service requests while delivering exceptional customer service.

Key responsibilities

• Perform Level 1 incident management, analysing, documenting and resolving tickets from various channels.
• Provide remote desktop support and troubleshoot software, hardware, network and telecommunication issues.
• Follow ITIL‑based processes for incident and request handling, ensuring compliance with policies.
• Take ownership of issues, communicate status updates, and close incidents efficiently.
• Contribute to the continuous improvement of problem and incident management procedures.
• Work rotating shifts, including holidays and weekends, to meet operational demands.

Required profile

• Prior experience in an IT Help Desk or Service Desk environment.
• Familiarity with ITIL concepts is advantageous.
• Tertiary degree or equivalent combination of education and work experience.
• Ability to work in a fast‑paced, global support environment.

Required skills

• ITIL framework knowledge.
• Remote desktop support.
• Network troubleshooting.
• Telecommunication systems support.
• Case management tools.