Job Summary :

We are seeking a skilled and customer-focused IT Service Desk Analyst to join our international support team. The ideal candidate will provide first-line technical support to users across multiple regions, ensuring timely resolution of IT issues and maintaining high levels of customer satisfaction.

Key Responsibilities :

- Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system.

- Diagnose and resolve hardware, software, network, and application issues.

- Escalate unresolved issues to appropriate internal teams or third-party vendors.

- Monitor and manage service desk tickets to ensure SLAs are met.

- Provide support for international users across different time zones and languages.

- Maintain accurate documentation of issues, resolutions, and procedures.

- Assist in onboarding/offboarding processes including account setup and hardware provisioning.

- Collaborate with global IT teams to ensure consistent support and knowledge sharing.

- Participate in continuous improvement initiatives and contribute to the knowledge base.

Required Qualifications :

- Bachelor's degree in computer science, Information Technology, or related field.

- 5+ years of experience in a technical support or service desk role.

- Strong knowledge of Windows/Mac OS, Microsoft 365, VPNs, and remote desktop tools.

- Familiarity with ITSM tools (e.g., ServiceNow).

- Excellent communication skills in English; additional languages are a plus.

- Ability to work in a fast-paced, multicultural environment.

- Strong problem-solving and analytical skills.

Work Schedule :

Rotational shifts to support global operations, including weekends and holidays as needed.

Communication & Language Round - This initial round assesses the candidate's communication skills, grammar, pronunciation, and overall confidence in using English effectively.

Technical Round : Candidates who clear the first round proceed to a technical interview, where their domain knowledge and problem-solving abilities are evaluated.