Junior IT Service Desk Analyst

About the role

We are looking for a motivated Junior IT Service Desk Analyst to be the first point of contact for end‑users reporting technical issues. You will provide first‑line support for hardware, operating systems, and applications, ensuring a positive experience for customers and employees.

Key responsibilities

• Receive and log incidents via phone, chat, email, or web using the ITSM tool.
• Perform remote troubleshooting, applying diagnostic techniques to identify and resolve common failures.
• Take end‑to‑end ownership of tickets until resolution, escalating complex issues to senior support teams as needed.
• Maintain call quality, response times, and SLA compliance.
• Document all interactions, update case statuses, and contribute to the knowledge base.
• Advise users on appropriate actions and communicate status updates clearly.

Required profile

• 2‑5 years of experience in a Helpdesk or Service Desk environment.
• Basic understanding of ITIL practices.
• Strong verbal and written communication skills.
• Ability to work independently and collaborate with other support teams.

Required skills

• Jira Service Desk
• ServiceNow, Cherwell, Symphony, Summit (ITSM ticketing tools)
• Windows Server
• Microsoft Office 365
• Microsoft Azure
• ITIL Foundation (advantage)