Global Service Desk Analyst
About the role
The Global Service Desk Analyst is responsible for providing technical support and incident resolution for employees across a global organization. This role serves as the first point of contact for IT-related concerns, ensuring timely resolution of hardware, software, system access, and network issues. The position manages incidents and service requests through ServiceNow, administers user accounts and access, supports Microsoft 365 and Windows environments, and delivers exceptional customer service in a 24x7 global support environment while adhering to ITIL best practices.
Key responsibilities
Provide first-level IT support for hardware, software, and system-related issues.
Manage and resolve incidents and service requests using ServiceNow.
Support Windows environments, Microsoft 365 applications, and Active Directory.
Perform account provisioning, password resets, and access management.
Troubleshoot remote connectivity, hardware, software, and basic network issues.
Escalate incidents appropriately and ensure timely resolution in accordance with SLAs.
Deliver excellent customer service while supporting users in a 24x7 global environment.
About you
Bachelor's degree in Information Technology, Computer Science, Computer Engineering, Information Systems, or a related field.
At least 3 years of experience in Global Service Desk, IT Help Desk, Technical Support, or IT Operations.
Hands-on experience with ServiceNow or similar ticketing platforms.
Strong knowledge of Windows, Microsoft 365, Active Directory, and remote support tools.
Familiarity with ITIL processes and incident management best practices.
Excellent communication, customer service, analytical, and problem-solving skills.
Ability to work in a 24x7 shifting schedule.