Service Desk Analyst – Tier 1 Global Support

About the role

The Tier 1 Service Desk Analyst provides first‑line technical support to end users in a 24x7 environment, delivering high‑quality customer service, accurate incident logging, and timely resolution of common IT issues.

Key responsibilities

• Serve as the first point of contact via phone, email, chat, and ticketing tools, handling EUC account provisioning, password resets, messaging, VPN, and L1 application support.
• Log, categorize, prioritize, and close incidents and service requests within SLA, performing initial troubleshooting and escalating complex cases per ITIL guidelines.
• Provide desktop and laptop hardware/software support for Windows, macOS, MS Office, Adobe, and basic network connectivity.
• Maintain accurate documentation of incidents, resolutions, and workarounds while adhering to ITIL processes and security standards.

Required profile

• 2‑4+ years of experience in an IT Service Desk or Helpdesk environment, preferably supporting international customers.
• Exposure to 24x7 operations and production support; ITIL Foundation certification preferred.
• Technical diploma or bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.

Required skills

• Ticketing tools: ServiceNow, Remedy, or equivalent ITSM platforms.
• Active Directory user management, password resets, account unlocks.
• Messaging platforms: Exchange, Outlook (Lotus Notes a plus).
• Remote support tools: Bomgar, DameWare, VNC.
• Basic networking concepts: VPN, Wi‑Fi connectivity.
• Microsoft 365 and common enterprise applications.