Service Desk Analyst (Level 1 & Level 2 Scope)

At Provido Global, we’re more than a technology company. We are a global hub of innovation, creativity, and engineering excellence.

Our teams design and deliver intelligent, secure, and high-performance digital solutions that help organizations modernize operations, scale their platforms, and succeed in an increasingly digital world.

As part of a dynamic international ecosystem, we bring together forward-thinking engineers, technology specialists, designers, and delivery professionals who transform ideas into scalable, real-world solutions with measurable business impact.
If you are motivated by challenge, inspired by technology, and ready to grow with a company that truly invests in its people, your journey starts here.

👉 Why We Need You

The Service Desk Analyst (L1 & L2) is responsible for delivering technical support across the organization, combining first-level issue handling with advanced second-line support. This role involves troubleshooting, managing service requests, escalating incidents, collaborating with internal teams, and contributing to documentation and reporting. The analyst is expected to provide consistent, high-quality support to maintain seamless IT operations and user satisfaction.

As we transition from a B2C to a B2B model, the Service Desk Specialist will provide first-line support directly to external business clients. The role requires strong customer service skills, B2B support experience, and a solid understanding of ITSM processes, including the use of Jira Service Management.

👉 What You’ll Be Doing

Key Responsibilities:

• Act as the first point of contact for external B2B customers, ensuring prompt, professional, and effective communication.

• Manage, triage, and resolve incidents and service requests logged via Jira Service Management (JSM).

• Ensure all tickets meet defined SLAs and escalations are managed in accordance with contractual commitments.
  Collaborate with cross-functional teams to deliver consistent, high-quality service to multiple business clients.

Service Desk Support:

• Provide first-line technical support to users on IT issues involving software, hardware, networks, and access management.

• Troubleshoot issues such as password resets, installations, login problems, and general system errors.

• Monitor and manage tickets across multiple Jira platforms and Third-party vendor ticketing systems.

• Monitor and manage service levels to ensure resolution within SLA.

• Escalate unresolved or critical issues to the appropriate Support teams with detailed documentation.

• Maintain accurate and clear records of issue descriptions, actions taken, and resolution.

• Flag and escalate high-priority incidents (P1/P2) and business-critical disruptions based on impact and volume.

Service Management:

• Process and manage user requests (e.g., software access, hardware provisioning, and account creation).

• Collaborate with internal teams and third-party vendors to fulfill service requests and incidents efficiently.

• Ensure proper prioritization of tickets based on business impact and urgency.

• Regularly review and contribute to the Knowledge Base for continuous improvement and user self-help.

Incident Management & Escalation:

• Monitor key business systems and services proactively to identify disruptions or degradations.

• Immediately escalate P1/P2 or business-critical incidents to Incident Managers and relevant stakeholders.

• Support communication and coordination during incidents using tools such as WhatsApp, Slack, MS Teams, and email.

• Track Root Cause Analysis (RCA) tickets and follow up with the responsible teams.

User Communication:

• Maintain timely and professional communication with users regarding ticket updates, expected timelines, and resolutions.

• Gather complete information from users to improve first-contact resolution.

• Provide user guidance on tools, SOPs, and best practices to enhance IT literacy.

Documentation & Reporting:

• Maintain up-to-date documentation on recurring issues and resolution steps.

• Contribute to ticket and performance reporting to support operational visibility.

• Support the creation of knowledge base articles and FAQs for recurring or common issues.

• Help identify trends in service desk activity to inform process improvement.

• Assist in generating periodic reports, including summaries of open and closed tickets, common issues, and recurring technical challenges.

• Provide feedback on common issues and contribute to creating knowledge base articles or FAQs to help users resolve issues independently.

Collaboration & Continuous Improvement:

• Partner with ITOps, Development, and Product teams to address complex or cross-functional issues.

• Participate in team discussions on service delivery trends, recurring challenges, and optimization opportunities.

• Stay informed on new technologies, system updates, and industry best practices.

• Recommend and help implement enhancements to increase service desk efficiency and user satisfaction.
  👉 What You Bring to the Team

• Proven experience in a B2B IT Service Desk or customer support role.

• Experience using Jira Service Management or a comparable ITSM tool.

• Understanding of ITIL/ITSM best practices, especially in B2B environments.

• Excellent interpersonal and written communication skills, with experience supporting external business clients.

Required Skills:

• 2 years of proven experience in a service desk or technical support role, providing user support and troubleshooting IT issues.

• Strong familiarity with service desk ticketing systems

• Solid understanding of common IT software, hardware, networking, and operating systems (Windows, macOS, etc.).

• Excellent communication skills (both written and verbal), with the ability to interact with both technical and non-technical users.

• Ability to prioritize and manage multiple service requests and technical issues simultaneously while ensuring SLAs are met.

• Strong problem-solving skills and attention to detail when diagnosing and resolving technical issues.
  👉 Preferred Skills

• Prior experience in a customer-facing role within a B2B technology environment.

• Familiarity with service reporting, SLAs, and supporting multiple customer organizations.

• Experience with service management platforms such as Jira, ServiceNow, or similar.

• ITIL v3 or v4 certification (or working knowledge of ITIL principles).

• Basic knowledge of networking, operating systems, and IT infrastructure

• Previous experience in a fast-paced service desk or IT support environment
  
  👉 Why You’ll Love Working with Us

☐ Employee Benefits & Advantages

At Provido Global, we value our employees and nurture a culture of progress and creativity. Our team members enjoy a supportive, inclusive, and growth-focused environment.

☐ Competitive Compensation & Performance Incentives
Provido Global offers an attractive salary package and performance-based bonuses to recognize and reward your contribution.

☐ Flexible Working Options
We support remote and hybrid working models to help you maintain a healthy work-life balance.

☐ Health & Well-being Support
We provide comprehensive health insurance, wellness initiatives, and resources to support both physical and mental well-being.

☐ Career Advancement & Development Programs
We invest in continuous learning through training programs, mentorship, and clearly defined career development paths.

☐ Team-Oriented & Inclusive Workplace
Our culture is built on diversity, inclusion, and collaboration. Every voice matters and innovation is encouraged.