Service Desk Technical Support Analyst ( English)

Job Title:

Location

Shift

Job Summary:

We are seeking a highly motivated and detail-oriented Technical Service Desk Analyst to join our global support team. The ideal candidate will serve as the first point of contact for technical issues, delivering high-quality support to users by following standard operating procedures and ensuring timely resolution or escalation of incidents.

Key Responsibilities:

• Respond to technical support requests via phone, email, or ticketing system in accordance with defined procedures and SLAs
• Research and diagnose incidents using available tools and knowledge bases to resolve hardware, software, application, or basic network-related issues
• Log all interactions and accurately document activities, findings, and outcomes in the incident management system
• Triage and assign unresolved issues to appropriate second-level support teams while ensuring complete and clear documentation
• Monitor and follow up on pending tickets, proactively driving them to resolution to meet service expectations
• Identify and escalate high-priority incidents requiring immediate attention
• Stay updated on system changes, software updates, and process improvements
• Adhere to organizational policies on attendance, work schedules, code of conduct, and quality standards
• Participate in initial screening for recruitment processes as needed

Required Skills & Competencies:

• Excellent verbal and written communication skills in English, with a neutral accent and correct grammar
• Strong customer service orientation with knowledge of service desk operations, ITIL, and ITSM practices
• Basic understanding of IT systems, applications, and networking fundamentals
• Proven experience in providing Level 1 support in a service/help desk environment, preferably for international clients (North American/European exposure is a plus)
• Strong analytical and problem-solving skills with attention to detail
• Ability to multitask and type efficiently while handling live interactions
• Comfortable working under pressure and committed to continuous improvement
• High degree of adaptability and willingness to learn new tools and technologies
• Flexibility to work in a 24/7 environment, including night shifts, weekends, and holidays, as required by business needs

Experience Required:

• 13 years of experience in a technical service desk or helpdesk role supporting global clients
• Demonstrated experience in troubleshooting and resolving user-reported issues in a professional and efficient manner