Service Desk Technical Support Analyst (English)

Shift: Rotational Shifts in a 24/7 Support Environment (Flexibility Required)

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: 1-3 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.