IT Helpdesk Engineer – Service Desk Analyst

About the role

We are looking for a customer‑focused IT Helpdesk Engineer to join our global Service Desk team. The role involves providing first‑level support to users worldwide through phone, email, chat and ticketing tools, ensuring issues are resolved quickly and satisfaction remains high.

Key responsibilities

• Provide first‑line technical assistance via phone, email, chat and web‑based support tools.
• Log, track, update and resolve incidents and service requests using ServiceNow.
• Troubleshoot Windows operating systems, applications, network connectivity and user access problems.
• Meet agreed service level targets for response and resolution times.
• Take ownership of customer issues and drive them to resolution.
• Escalate complex problems to appropriate support teams when needed.
• Deliver exceptional customer service and maintain professional communication.
• Work rotational shifts to support a global user base.
• Create and maintain accurate documentation of incidents and resolutions.

Required profile

• Graduate degree or equivalent experience.
• Minimum 1 year of experience in IT support, service desk or helpdesk environments.
• Strong customer‑service orientation and problem‑solving abilities.
• Excellent verbal and written English communication skills.
• Ability to work under pressure, pay attention to detail and collaborate with teams.

Required skills

• ServiceNow ticketing tool.
• Windows operating systems support.
• Microsoft Office Suite (Word, Excel, Outlook).
• Basic networking concepts (TCP/IP, DNS, DHCP).
• Active Directory user administration.
• Password reset and account management.
• VPN and remote‑access support.
• Basic UNIX/Linux knowledge.
• ITIL fundamentals.