IT Service Desk Analyst

About the role

We are looking for an experienced IT Service Desk Analyst to provide first-level technical support to users across the organization. The successful candidate will be responsible for incident troubleshooting, service request fulfilment, user access management, and ensuring high-quality IT support in line with ITIL processes, SLAs and OLAs. You will work closely with internal users, Level 2 technical teams, site services and external vendors to resolve technical issues and continuously improve Service Desk operations.

Key responsibilities

• Provide first-level IT support and triage through phone, email and service desk requests.
• Investigate and resolve incidents while maintaining a high first-call resolution rate.
• Escalate complex issues to Level 2 support teams with clear documentation and proper ownership transfer.
• Create, administer and remove user access rights for approved services.
• Manage and fulfil service requests in accordance with established SLAs, OLAs and Service Desk procedures.
• Provide technical guidance on the basic use of hardware, software and remote access solutions.
• Support software licensing, IT assets and operational management activities.
• Perform user access audits when required.
• Administer IT Service Management / Service Desk tools.
• Support Incident Management and Service Request Fulfilment processes based on the ITIL framework.

About you

• 2–3 years of relevant IT Service Desk / IT Service Support experience.
• Strong technical knowledge of Microsoft Office 365, Mobile Device Management (MDM), 2-Factor Authentication (2FA), Active Directory, Windows 7 / Windows 10 / Windows 11, Mac OS, Apple and Android devices.
• Basic networking troubleshooting knowledge, including TCP/IP, DHCP, Ethernet, Wi-Fi.
• Strong troubleshooting and problem-resolution skills.
• Good understanding of IT service management processes and SLA-driven support.
• Strong customer service orientation with the ability to communicate technical information clearly to users with different levels of IT knowledge.
• Strong written and verbal English communication skills.
• Good attention to detail with the ability to maintain accurate service and performance records.
• Ability to work effectively within structured processes, procedures and service frameworks.
• Ability to collaborate effectively with users, technical teams and external vendors.