IT Support Analyst

About the role

The Service Desk Analyst provides first‑level technical assistance for a range of applications, networks, platforms and servers. Working in a fast‑paced environment, you will respond to user inquiries via phone and email, resolve incidents, and ensure smooth escalation to higher support tiers when needed.

Key responsibilities

• Deliver phone and electronic support for computer, mobility, voice, network connectivity and software applications.
• Document all actions in the incident management system and keep the knowledge base up to date.
• Escalate complex issues to Level 2 or Level 3 teams accurately and promptly.
• Assist with onboarding and training of new employees.
• Contribute to knowledge sharing with internal and external customers.

Required profile

• Associate’s degree in Information Systems, Business or related field, or equivalent experience.
• Strong customer focus with a friendly, helpful attitude.
• Excellent interpersonal, organizational and problem‑solving skills.
• Ability to multitask, work collaboratively and adapt to flexible schedules, including overtime.

Required skills

• Understanding of computer hardware components, systems and peripherals.
• Proficiency with basic software applications such as MS Office, email and internet browsing.
• Knowledge of LAN and WAN networking concepts.
• Experience with Windows operating system support.
• Background in call‑center or phone‑based technical support.

What we offer

• Competitive compensation and benefits package.
• Flexible scheduling to help balance personal and professional commitments.
• Opportunities for growth within a global professional services firm.