IT Service Desk Analyst

Role Overview

The IT Service Desk Agent serves as the initial point of contact between end users and technology teams, managing end user requests and providing remote technical support. The role involves ensuring the seamless functioning of IT systems and delivering outstanding customer service in line with Service Level Agreements (SLAs).

What You Will Do

Respond to incoming support requests, troubleshoot and resolve issues related to hardware, software, and networks, and provide technical support for a range of devices. Install, configure, and perform updates on software applications and operating systems, and escalate unresolved issues to the appropriate IT teams.

Why It Might Be a Fit

This role requires a strong understanding of computer systems, network fundamentals, and IT troubleshooting techniques, as well as excellent communication and interpersonal skills. The ideal candidate will have a proven track record of resolving complex technical issues and be able to work in a 24/7 rotational schedule.

Requirements

• Bachelor’s degree in Computer Science or Management Information Systems, or equivalent experience
• IT certifications (e.g., CompTIA A+, Microsoft Certified Professional, CCNA, ITIL4)
• Minimum of two years of IT support experience in an enterprise environment
• Ability to work a 24/7 rotational schedule
• Proficiency in using help desk software and managing ticketing systems
• Demonstrated expertise in supporting Microsoft Windows and Office applications
• Flexibility to work in rotating shifts
• Exceptional communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Leadership qualities and ability to work under pressure

Benefits

• Competitive salary
• Benefits package
• Opportunities for career growth and development
• Diverse and inclusive work environment
• Chance to work with a global company with a strong presence in the logistics and supply chain industry