Global Service Desk Analyst

• Key duties and responsibilities

• Serve as the single point of contact for end-user ICT requests and support issues, responding via email, portal, and telephone within agreed targets.
• Log, assign, and track IT requests in ServiceNow, performing troubleshooting and initial diagnostics (including remote access to end-user devices) and escalating to internal teams or vendors when required.
• Communicate clearly and politely with users, keeping them informed of ticket progress and resolutions at all times.
• Follow ITIL-based SOPs for incident, request, and problem management to ensure consistency and compliance.
• Manage user account lifecycle (creation, modification, deletion) across on-prem Active Directory, Azure AD/Entra, FTP, file shares, and email accounts, including cleanup projects.
• Provide Office 365 and Exchange Admin Center support, including mailbox, distribution list, and policy management.
• Administer and support Windows 365 Cloud PCs and ensure seamless provisioning and access.
• Deliver end-to-end support across applications, infrastructure, and end-user devices, including Microsoft Outlook and enterprise tools.
• Troubleshoot and resolve LAN/WAN connectivity issues to maintain secure and reliable access.
• Conduct audits, access reviews, and compliance checks in alignment with security and organizational standards.
• Document and maintain Standard Operating Procedures (SOPs) for IT support and access management.
• Highlight and report major IT issues and risks to the Service Manager in a timely manner.
• Research, test, and implement new tools or systems to improve IT service efficiency and user experience.

Experience and skills

• 2–3 years’ experience in IT support, global service desk, or IT operations within multinational environments.
• Bachelor’s degree or equivalent qualification in a computer-related discipline.
• Industry-recognized certifications (CompTIA A+/Network+/Server+, CCNA, Microsoft Azure/Windows/O365) highly desirable.
• Proven expertise in Active Directory (on-prem) and Azure AD/Entra, including user lifecycle management, file share permissions, and access governance.
• Strong hands-on experience with Microsoft 365 administration (O365, Exchange Admin Center, Windows 365 Cloud PC, Teams, Outlook) and enterprise collaboration platforms.
• Working knowledge of Citrix XenDesktop/XenApp, Remote Desktop Services (RDS), Windows Virtual Desktop, and cloud/virtualized environments (Azure, AWS).
• Skilled in troubleshooting Windows 10/11 desktops, LAN/WAN connectivity, and endpoint issues across diverse infrastructures.
• Proficiency with ITSM/ticketing platforms such as ServiceNow or equivalent tools.
• Solid understanding of ITIL service management principles with experience in creating, maintaining, and improving SOPs and documentation.
• Demonstrated success in customer support for global service desks, managing requests via phone, email, and portals.
• Excellent English communication skills (written and verbal) with strong interpersonal, listening, and problem-solving abilities.
• Ability to work independently under pressure, prioritize effectively, and meet SLA targets consistently.
• Flexible to support a 24/7 shift-based environment, including weekends.
• Basic familiarity with physical networking components (switches, routers, cabling) is an advantage.