IT Service Desk Analyst

About the role We are looking for an experienced IT Service Desk Analyst to provide first-level technical support to users across the organization. The successful candidate will be responsible for incident troubleshooting, service request fulfilment, user access management, and ensuring high-quality IT support in line with ITIL processes, SLAs and OLAs. You will work closely with internal users, Level 2 technical teams, site services and external vendors to resolve technical issues and continuously improve Service Desk operations. Key responsibilities Provide first-level IT support and triage through phone, email and service desk requests. Investigate and resolve incidents while maintaining a high first-call resolution rate. Escalate complex issues to Level 2 support teams with clear documentation and proper ownership transfer. Create, administer and remove user access rights for approved services. Manage and fulfil service requests in accordance with established SLAs, OLAs and Service Desk procedures. Provide technical guidance on the basic use of hardware, software and remote access solutions. Support software licensing, IT assets and operational management activities. Perform user access audits when required. Administer IT Service Management / Service Desk tools. Support Incident Management and Service Request Fulfilment processes based on the ITIL framework. About you 2–3 years of relevant IT Service Desk / IT Service Support experience. Strong technical knowledge of Microsoft Office 365, Mobile Device Management (MDM), 2-Factor Authentication (2FA), Active Directory, Windows 7 / Windows 10 / Windows 11, Mac OS, Apple and Android devices. Basic networking troubleshooting knowledge, including TCP/IP, DHCP, Ethernet, Wi-Fi. Strong troubleshooting and problem-resolution skills. Good understanding of IT service management processes and SLA-driven support. Strong customer service orientation with the ability to communicate technical information clearly to users with different levels of IT knowledge. Strong written and verbal English communication skills. Good attention to detail with the ability to maintain accurate service and performance records. Ability to work effectively within structured processes, procedures and service frameworks. Ability to collaborate effectively with users, technical teams and external vendors.