Service Desk Analyst

About the role

As an IT Service Desk Analyst you will assist in implementing and maintaining ITSM processes, handling routine service requests and incidents, and collaborating with other IT teams for issue resolution.

Key responsibilities

• Provide support and management of incidents and service requests according to established ITSM processes.
• Ensure accurate recording of client and incident details and troubleshooting progress.
• Resolve incidents and service requests using documented procedures.
• Escalate incidents and service requests to higher support levels or specialist teams per SLAs.
• Identify potential issues and act on them in line with ITSM processes.
• Serve as an escalation point for an assigned suite of line‑of‑business services.
• Maintain high customer service, take ownership of user problems and act proactively.
• Adhere to GDPR and Data Protection Act requirements.
• Update project reports and SLA/KPI metrics.
• Participate in incident management, coordinating responses and restoring services quickly.

Required profile

• Higher School Certificate.
• 0‑1 year of experience in IT support.
• Professional IT certifications are a plus.
• Strong IT troubleshooting abilities.
• Customer‑focused with good organization and planning skills.
• Effective teamwork, problem‑solving and quick learning of applications.
• Good written and verbal communication, including telephony system knowledge.
• Familiarity with Office 365 and Microsoft Excel.
• Eagerness to learn new technologies and keep up with industry trends.
• Ability to work shift hours (24 × 7, three‑shift pattern).

Required skills

• Office 365
• Microsoft Excel
• Telephony system

What we offer

• Structured learning and development pathways.
• Professional training, career development programmes and sponsored qualifications.
• Future‑ready skills development in AI, digital, ESG, HR tech and transformation.
• Microsoft‑certified courses and digital skills training.
• Global and international exposure opportunities.
• Well‑defined career progression framework with competitive compensation and comprehensive welfare benefits.
• Agile and flexible working options supporting work‑life balance.
• Inclusive, equal‑opportunity workplace fostering lifelong learning.