Tier 1 Service Desk Analyst (Global Support)

About the role

The Tier 1 Service Desk or Global Support Desk Analyst provides first-line technical support to end users in a 24x7x365 environment. The role delivers high-quality customer service, accurate incident logging, timely resolution of common IT issues and effective escalation of complex incidents, covering end-user computing, business applications, identity and access management, messaging and basic infrastructure services for a global customer base.

Key responsibilities

• Serve as the first point of contact for end-user issues by phone, email, chat and ticketing tools, providing first-level resolution for account provisioning, password resets, messaging, VPN and connectivity, and L1 business application support.
• Deliver desk-side or remote assistance as required, with strong customer service and listening skills.
• Log, categorize, prioritize, update and close incidents and service requests within SLAs, perform initial troubleshooting and escalate unresolved or high-impact incidents following ITIL guidelines.
• Support Active Directory user management, password resets, account unlocks, Outlook/Exchange mailbox issues, desktop and laptop hardware/software support, and basic networking troubleshooting.
• Document incidents, resolutions and workarounds, follow ITIL-aligned processes and protect data confidentiality and access controls.
• Work with multi-vendor resolver groups and internal teams, learn new tools and take part in process improvement and knowledge base updates.

Required profile

• 2 to 4+ years of experience in IT Service Desk, Helpdesk or Global Support environments.
• Prior experience supporting international customers in a voice-based support model preferred; exposure to 24x7 operations and production support preferred.
• Diploma or bachelor's degree in IT, Computer Science or a related discipline, or equivalent experience.
• ITIL Foundation certification preferred.

Required skills

• Ticketing tools such as ServiceNow, Remedy or equivalent ITSM platforms.
• Active Directory and identity management basics, messaging platforms (Exchange, Outlook; Lotus Notes exposure a plus).
• Remote support tools (e.g. Bomgar, DAMEware, VNC).
• Basic networking concepts (VPN, WiFi connectivity) and Microsoft 365 and common enterprise applications.