Associate IT Support Analyst – Global Service Desk

About the role

As an Associate IT Support Analyst on the Global Service Desk, you will partner with IT Shared Services to deliver remote technical assistance to internal users worldwide. Reporting to the Lead GSD, you will help maintain system performance and ensure user issues are resolved efficiently.

Key responsibilities

• Provide timely technical support for hardware, software and network problems across the organization.
• Monitor, log and prioritize help‑desk tickets, ensuring resolution within agreed timelines.
• Conduct user training sessions and develop documentation to improve system adoption.
• Continuously monitor IT infrastructure to detect and address potential issues.
• Escalate complex incidents to specialised teams while maintaining clear communication.
• Deliver high‑quality customer service by understanding user needs and providing effective solutions.

Required profile

• Graduate with a Post Graduate Diploma in Computer Applications (PGDCA) or a Diploma in Computer Hardware and Software.
• Minimum 3 + years of experience in IT support or help‑desk environments.
• Proven ability to troubleshoot Windows operating systems.
• Hands‑on experience with Active Directory for user and group management.
• Extensive use of ticketing systems for incident tracking.
• Strong technical troubleshooting skills for hardware, software and network issues.
• Excellent customer‑service orientation and effective communication.

Required skills

• Windows Operating System
• Active Directory
• Ticketing System (e.g., ServiceNow)
• ITIL certification
• Microsoft Intune
• ServiceNow