Service Desk Analyst – IT Operations (Voice Support)

Responsibilities

• Provide first-line IT support to end users through inbound and outbound voice calls.
• Diagnose and troubleshoot common IT issues involving desktops, laptops, operating systems, applications, network connectivity, email, and user access.
• Log, categorize, prioritize, and track incidents and service requests using an IT Service Management (ITSM) ticketing system.
• Provide clear, accurate, and professional technical assistance while maintaining excellent customer service.
• Escalate unresolved or complex incidents to the appropriate IT Operations or Level 2 support teams.
• Follow established IT support procedures, service-level agreements (SLAs), and escalation protocols.
• Maintain accurate documentation of troubleshooting steps, resolutions, and user interactions.
• Communicate technical information clearly to non-technical users.
• Ensure a professional and customer-friendly experience when supporting UK- or EU-based users.

Qualifications

• At least 1 year of experience in Service Desk, IT Helpdesk, Technical Support, or a similar IT support role .
• Excellent voice support experience, preferably handling IT-related concerns through phone calls.
• Strong verbal communication skills with conversational English appropriate for UK-based users.
• Good troubleshooting and problem-solving skills.
• Basic knowledge of Windows operating systems, Microsoft 365, email support, network connectivity, password resets, and user account management.
• Familiarity with ticketing tools such as ServiceNow, Jira Service Management, Zendesk, or similar platforms is an advantage.
• Customer-oriented, patient, detail-oriented, and able to handle multiple tickets or requests.
• Must have a suitable home-based work environment, reliable internet connection, and a quiet space for voice support.
• Willingness to work on the required shift, including UK/EU business hours if applicable.
• Previous experience supporting users or clients based in the United Kingdom or Europe .
• Experience working in an international Service Desk, IT Operations, or IT Managed Services environment.
• Familiarity with ITIL practices, incident management, and service request management.
• Experience meeting call quality, customer satisfaction, and SLA performance targets.

Key Skills

• Service Desk Voice Support
• IT Helpdesk and Technical Troubleshooting
• IT Operations Support
• UK Conversational English
• Incident and Ticket Management
• Customer Service and Communication
• Problem-Solving and Escalation Management

Salary: up to 30,000