About The Client
Our client is a global leader in professional and managed IT services, delivering high-value technology solutions and exceptional customer experiences. With capabilities spanning pre-sales, service delivery, and ongoing support, the organization is recognized worldwide for its industry expertise. A strong commitment to security and a people-first culture underpin its reputation as a great place to workbuilt on collaboration, integrity, and continuous growth.
Job Summary
The Service Desk Analyst is responsible for providing proactive and responsive technical support to clients, ensuring timely issue resolution and appropriate escalation when necessary. This role requires strong technical troubleshooting skills, excellent communication, and a customer-focused mindset to deliver high-quality service while maintaining the organization's reputation for excellence.
Key Responsibilities
- Act as the first point of contact for technical support requests via web portal, email, or phone
- Perform remote troubleshooting and initial issue triage
- Diagnose issues and implement appropriate solutions or escalate to higher support tiers when required
- Maintain accurate ticket management, including documentation, updates, handovers, and resolution notes
- Provide Level 1 and Level 2 support for technologies including Microsoft 365, Azure, Citrix, and basic server administration
- Deliver Level 1 support for Citrix and Azure Virtual Desktop (AVD), including troubleshooting user connectivity issues and assisting with basic administration tasks
- Conduct daily system health checks, log findings, and escalate issues as necessary
- Follow established processes, procedures, and service desk best practices
- Create, update, and maintain knowledge base articles and technical documentation
- Relay client feedback to internal teams and contribute to service improvement initiatives
- Identify opportunities for process improvements and operational efficiencies
- Complete assigned tickets and tasks within agreed SLA targets while maintaining high quality and accuracy
Requirements
Requirements
- 12 years of experience in a Helpdesk or Service Desk environment
- Experience providing both Level 1 and Level 2 technical support
- Strong customer service orientation and problem-solving skills
- Proactive mindset with a willingness to learn and adapt in a fast-paced environment
- Basic working knowledge of Microsoft 365 and Entra ID (Azure Active Directory)
- Good written and verbal communication skills in English
- Willingness to work on a shift roster in a 24/7 support environment, including weekends and holidays
Nice to Have
- ITIL v4 certification (preferred but not required)
- Knowledge of or hands-on experience with Citrix and Azure Virtual Desktop (AVD)
- Understanding of secure operations principles such as Zero Trust and Least Privilege
Benefits
Benefits
- Great Place to WorkCertified Company
- Premium HMO coverage
- Holistic employee experience and well-being programs
- Work-from-home and hybrid work arrangements
- Performance-based rewards and incentives
- Monthly employee engagement activities
- Career growth and advancement opportunities
- Paid employee referral program
