(WFH Setup) Service Desk Analyst

About the Role

We are seeking a customer-centric and solutions-oriented Service Desk Representative to serve as the primary point of contact for employees and users requiring IT assistance. You will provide frontline technical support, troubleshoot hardware, software, network, and access-related issues, and ensure incidents and service requests are resolved efficiently and professionally.

What You'll Be Doing

• Manage incoming IT support requests through chat, email, phone, and ticketing portals.

• Own service desk tickets end-to-end, from initial intake through troubleshooting, resolution, and closure.

• Provide first-line technical support for hardware, software, operating system, network, application, and account-related issues.

• Troubleshoot and resolve incidents within established service level agreements (SLAs).

• Escalate complex or unresolved technical issues to appropriate IT teams, including Systems, Network, Security, or Engineering teams.

• Communicate clearly and professionally with users throughout the incident and request lifecycle.

• Maintain accurate and detailed incident records, troubleshooting steps, resolutions, and user information within the IT service management (ITSM) or ticketing system.

• Collaborate with internal IT teams across different time zones as part of a follow-the-sun support structure.

• Contribute to knowledge base articles, troubleshooting guides, and internal IT documentation.

• Identify recurring incidents and trends and provide recommendations for improving IT services and the overall user experience.

What We're Looking For

• 2+ years of experience in a Service Desk, Help Desk, Technical Support, or IT Support role.
• Proven experience working with ticketing systems, ITSM platforms, or CRM tools.
• Strong troubleshooting and analytical skills with the ability to diagnose technical issues methodically.
• Excellent written and verbal communication skills in English — a must.
• Strong customer service skills and the ability to communicate technical information to both technical and non-technical users.
• Ability to manage multiple open incidents and service requests while maintaining attention to detail.
• Understanding of IT service management principles, incident management, and service request processes.
• Ability to work independently while collaborating effectively with IT teams.
• Comfortable working across different time zones and supporting a global user base.

Nice to Have

• Familiarity with Windows, macOS, and Linux operating systems.
• Basic knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, Wi-Fi, and connectivity troubleshooting.
• Experience with Microsoft 365, Google Workspace, Active Directory, Entra ID/Azure AD, or similar enterprise platforms.
• Familiarity with remote desktop and endpoint management tools.
• Experience supporting cloud-based applications and SaaS environments.
• ITIL Foundation certification or familiarity with ITIL practices.
• Experience working in a global or multi-region IT service desk environment.
• Experience with asset management, user provisioning, and endpoint support.