Tier 1 Service Desk Analyst (Global Support)

About the role

We are looking for a Tier 1 Service Desk Analyst to join our global support team. You will be the first point of contact for end‑users, providing prompt, high‑quality assistance across a 24 × 7 × 365 environment.

Key responsibilities

• Receive and log incidents and service requests via phone, email, chat or ticketing system, ensuring accurate categorisation and adherence to SLAs.
• Deliver first‑level resolution for end‑user computing issues, including account provisioning, password resets, messaging, VPN and connectivity problems.
• Provide on‑site or remote assistance for desktop and laptop hardware/software issues on Windows and macOS platforms.
• Escalate unresolved or high‑impact incidents to appropriate resolver groups following ITIL guidelines.
• Maintain clear documentation of incidents, resolutions and work‑arounds.
• Collaborate with multi‑vendor teams and internal support groups to continuously improve processes.

Required profile

• Strong customer‑service orientation with excellent communication and listening skills.
• Ability to work rotating shifts, including weekends and holidays, in a 24 × 7 environment.
• Willingness to learn new technologies and contribute to process‑improvement initiatives.

Required skills

• Active Directory user management (password resets, account unlocks).
• Email and messaging support (Outlook/Exchange).
• Desktop and laptop hardware/software troubleshooting on Windows and macOS.
• MS Office and Adobe standard applications.
• VPN remote‑access and basic network connectivity troubleshooting.
• Use of remote support tools for diagnosis and resolution.
• Familiarity with ITIL incident and request management processes.