Service Desk Analyst

About the Role

We are seeking a customer-focused Service Desk Analyst to join our Global Service Desk team. Supporting over 1,500 users globally, you will act as the first point of contact for IT-related issues, ensuring timely resolution of incidents and service requests while delivering an exceptional user experience. This role operates within a rotating shift pattern covering a 24x5 global support model with plans to move to 24x7 support.

Key Responsibilities

Incident & Ticket Management:

• Act as the first point of contact for users via phone, email, ticketing systems and face-to-face interactions.
• Log, prioritize, troubleshoot, resolve or appropriately escalate incidents and service requests.
• Take ownership of tickets and ensure they are resolved within agreed SLA's.
• Follow Incident Management processes, ensuring accurate documentation and timely closure of tickets.
• Escalate business-critical issues to relevant support teams when required.

User Support & Onboarding:

• Guide users through troubleshooting steps and provide regular updates until resolution.
• Manage user onboarding and offboarding activities including account setup and access management.
• Configure and deploy hardware and software for new and existing users.
• Support a wide range of business functions including IT, Application Support, Facilities and Travel.

Service Excellence:

• Deliver high-quality customer service and maintain strong relationships with internal stakeholders.
• Participate in a rotating global shift schedule to support users across multiple regions and time zones.
• Contribute to service improvements, process enhancements and knowledge sharing.
• Prepare activity reports and participate in regular team reviews and meetings.

Skills & Experience

Technical:

• Working knowledge of help desk/ticketing software and remote-control tools.
• Windows 10/11 and macOS (OS X) support.
• Microsoft 365 including strong core Office skills (Excel in particular).
• Basic SharePoint and OneDrive management.
• Microsoft Entra ID (Azure AD) and Active Directory Domain Services (AD DS).
• Advanced troubleshooting and diagnostic skills.

Professional:

• Proficiency in English with strong written and verbal communication
• Strong client-facing and customer service orientation
• Ability to priorities, multi-task and complete tasks to the end
• Good organizational and relationship-building skills
• Flexibility to work 24-hour shift patterns

Desired Skills:

• Proven experience in a Service Desk/Help Desk role
• ITIL knowledge (ITIL Foundation certification is an advantage)
• Experience supporting users across multiple countries and time zones
• A service-driven attitude and willingness to go beyond first-line fixes.