IT Service Desk Analyst

About the role

The Enterprise IT Service Desk Analyst provides exceptional support to internal customers, handling PC and mobile device issues through in‑person, remote, phone, or email interactions. The role focuses on delivering fast, reliable solutions while maintaining high customer satisfaction.

Key responsibilities

• Provide world‑class first‑level support and respond to incident tickets by priority.
• Diagnose, repair, maintain, and upgrade PCs, peripherals, and software.
• Migrate and deploy PC images and new equipment, from unpacking to delivery.
• Document resolutions, create knowledge‑base articles, and maintain incident history.
• Collaborate with the infrastructure team and third‑party vendors to resolve server‑based software issues.
• Ensure security settings, antivirus, and application patches are up‑to‑date on all devices.
• Monitor PC performance using appropriate tools and generate reports.
• Maintain accurate inventory of hardware and software assets.

Required profile

• Strong analytical and problem‑solving abilities.
• Ability to prioritize and execute tasks in a fast‑paced environment.
• Excellent written and oral communication skills.
• Proven customer‑relationship and troubleshooting capabilities.

Required skills

• PC hardware and mobile device support.
• Experience with incident ticketing systems.
• PC imaging and deployment tools.
• Antivirus and security patch management.
• Performance monitoring tools.
• Inventory management of IT assets.

What we offer

• Full‑time, five‑day‑a‑week onsite position.
• Opportunities to work within a global support team.
• Exposure to a diverse range of technologies and continuous learning.