Service Desk Analyst

Location: Remote (Offshore)
Department: Information Technology

Working Hours: Requires alignment with U.S. Central Time business hours
Reports To: Senior Service Desk Analyst / Service Desk Lead

Role Summary

The Service Desk Analyst serves as the first point of contact for IT support across the business, helping operate the single front door for incidents, service requests, and basic troubleshooting. This role is responsible for delivering timely, professional end-user support, resolving common issues at first contact where possible, and ensuring tickets are properly documented, prioritized, and routed.

This position plays an important role in improving the user experience, maintaining ticket quality, supporting SLA performance, and reinforcing a disciplined support model across the IT function.

This is a remote offshore role and requires working hours aligned to U.S. Central Time as part of a staggered coverage model supporting the business day.

Key Responsibilities

• Serve as the first point of contact for end-user IT support requests via ticketing system, email, chat, or other approved intake channels

• Log, categorize, prioritize, and update incidents and service requests in accordance with defined ITSM processes

• Resolve common Tier 1 support issues related to user access, passwords, MFA, Microsoft 365, standard business applications, browsers, printers, VPN, and basic workstation troubleshooting

• Escalate issues appropriately to infrastructure, cybersecurity, enterprise platforms, vendors, or other IT teams with complete and accurate ticket notes

• Maintain strong communication with end users regarding issue status, next steps, and expected resolution timing

• Support onboarding, offboarding, and employee access change activities based on documented procedures

• Contribute to knowledge base articles, support documentation, and standard operating procedures

• Help maintain queue discipline by ensuring tickets are updated, assigned correctly, and not left unresolved without action

• Identify recurring issues and escalate trends or process gaps to the Senior Service Desk Analyst

• Support adherence to service levels, support standards, and front-door intake discipline

Qualifications

• 2+ years of experience in a structured IT support, help desk, or service desk role

• Experience using an ITSM or ticketing platform such as Freshservice, ServiceNow, Jira Service Management, or similar

• Strong written and verbal English communication skills

• Experience supporting U.S.-based users or distributed teams preferred

• Strong customer service orientation and professional communication style

• Ability to follow defined processes while working independently in a fast-paced support environment

• Ability to work scheduled hours aligned to U.S. Central Time

Preferred Skills

• Experience supporting Microsoft 365, Outlook, Teams, OneDrive, and related end-user technologies

• Basic understanding of identity and access management, MFA, VPN, and endpoint troubleshooting

• Familiarity with SLA-based support environments

• Experience maintaining or contributing to support documentation and knowledge articles

• Exposure to onboarding/offboarding support processes

• Basic understanding of escalation paths across infrastructure, application support, and vendor-managed systems