Service Desk Analyst

About the role

Rank Interactive, the digital arm of The Rank Group, 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 professional, customer‑focused 1st line IT support via phone, email, chat and self‑service tools.
• Log, prioritize and resolve incidents in line with SLA targets using an ITSM platform.
• Troubleshoot desktop, user account, network and printer issues.
• Maintain clear communication, accurate documentation and timely updates.
• Escalate complex problems to 2nd line teams and coordinate with vendors.

Required profile

• Proven experience in an IT Service Desk or Helpdesk environment.
• Strong troubleshooting abilities and a customer‑service mindset.
• Excellent communication skills and a proactive, resilient attitude.

Required skills

• Knowledge of desktop environments and Active Directory.
• Basic networking concepts.
• Experience with multi‑function devices (MFDs).
• Familiarity with ITSM tools, preferably ServiceNow.

What we offer

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