Service Desk Analyst – Remote (US Central Time)

About the role

The Service Desk Analyst is the first point of contact for IT support, handling incidents, service requests, and basic troubleshooting for end‑users. Working remotely offshore, you will align your schedule with U.S. Central Time to provide timely, professional assistance.

Key responsibilities

• Serve as the first point of contact for end‑user IT support requests via ticketing system, email, chat, or other approved intake channels.
• Log, categorize, prioritize, and update incidents and service requests in accordance with defined ITSM processes.
• Resolve common Tier 1 support issues related to user access, passwords, MFA, Microsoft 365, standard business applications, browsers, printers, VPN, and basic workstation troubleshooting.
• Escalate issues appropriately to infrastructure, cybersecurity, enterprise platforms, vendors, or other IT teams with complete and accurate ticket notes.
• Maintain strong communication with end users regarding issue status, next steps, and expected resolution timing.
• Support onboarding, off‑boarding, and employee access change activities based on documented procedures.
• Contribute to knowledge‑base articles, support documentation, and standard operating procedures.
• Maintain queue discipline by ensuring tickets are updated, assigned correctly, and not left unresolved without action.
• Identify recurring issues and escalate trends or process gaps to the Senior Service Desk Analyst.
• Support adherence to service levels, support standards, and front‑door intake discipline.

Required profile

• Minimum 2 years of experience in a structured IT support, help desk, or service desk role.
• Experience using an ITSM or ticketing platform such as Freshservice, ServiceNow, Jira Service Management, or similar.
• Strong written and verbal English communication skills.
• Experience supporting U.S.-based users or distributed teams (preferred).
• Customer‑service orientation and professional communication style.
• Ability to follow defined processes while working independently in a fast‑paced support environment.
• Availability to work scheduled hours aligned to U.S. Central Time.

Required skills

• Microsoft 365 (Outlook, Teams, OneDrive)
• Windows workstation troubleshooting
• Identity and access management, including MFA
• VPN configuration and support
• ITSM/ticketing tools (Freshservice, ServiceNow, Jira Service Management)
• Basic knowledge of browsers and printers