Service Desk Analyst

About the role

Rank Interactive is seeking an experienced IT Service Desk Analyst to join its offshore Service Desk team in Mauritius. You will be the first point of contact for corporate users worldwide, delivering high‑quality first‑line support across multiple channels.

Key responsibilities

• Provide 1st line IT support via phone, email, chat and self‑service tools.
• Log, prioritise and resolve incidents in line with SLA targets.
• Troubleshoot desktop, user account, network and printer issues.
• Maintain clear communication, accurate documentation and timely updates.
• Escalate complex cases to 2nd line teams or external vendors as needed.

Required profile

• Proven experience in an IT Service Desk or Helpdesk environment.
• Strong troubleshooting abilities and a customer‑focused mindset.
• Excellent verbal and written communication skills.
• Resilient, proactive and able to work in a 24/7, office‑based setting.

Required skills

• Active Directory
• Basic networking concepts
• Desktop environments
• Multi‑Function Devices (MFDs)
• ITSM tools – ServiceNow preferred

What we offer

• Competitive salary and comprehensive benefits package.
• Hybrid and flexible working options.
• Opportunities for professional development, leadership training and industry certifications.
• International exposure within a global digital gaming company.