Location: Remote (Offshore)
Department: Information Technology
Working Hours: Requires alignment with U.S. Central Time business hours
Reports To: Senior Service Desk Analyst / Service Desk Lead
Role Summary
The Service Desk Analyst serves as the first point of contact for IT support across the business, helping operate the single front door for incidents, service requests, and basic troubleshooting. This role is responsible for delivering timely, professional end-user support, resolving common issues at first contact where possible, and ensuring tickets are properly documented, prioritized, and routed.
This position plays an important role in improving the user experience, maintaining ticket quality, supporting SLA performance, and reinforcing a disciplined support model across the IT function.
This is a remote offshore role and requires working hours aligned to U.S. Central Time as part of a staggered coverage model supporting the business day.
Key Responsibilities
Serve as the first point of contact for end-user IT support requests via ticketing system, email, chat, or other approved intake channels
Log, categorize, prioritize, and update incidents and service requests in accordance with defined ITSM processes
Resolve common Tier 1 support issues related to user access, passwords, MFA, Microsoft 365, standard business applications, browsers, printers, VPN, and basic workstation troubleshooting
Escalate issues appropriately to infrastructure, cybersecurity, enterprise platforms, vendors, or other IT teams with complete and accurate ticket notes
Maintain strong communication with end users regarding issue status, next steps, and expected resolution timing
Support onboarding, offboarding, and employee access change activities based on documented procedures
Contribute to knowledge base articles, support documentation, and standard operating procedures
Help maintain queue discipline by ensuring tickets are updated, assigned correctly, and not left unresolved without action
Identify recurring issues and escalate trends or process gaps to the Senior Service Desk Analyst
Support adherence to service levels, support standards, and front-door intake discipline
Qualifications
2+ years of experience in a structured IT support, help desk, or service desk role
Experience using an ITSM or ticketing platform such as Freshservice, ServiceNow, Jira Service Management, or similar
Strong written and verbal English communication skills
Experience supporting U.S.-based users or distributed teams preferred
Strong customer service orientation and professional communication style
Ability to follow defined processes while working independently in a fast-paced support environment
Ability to work scheduled hours aligned to U.S. Central Time
Preferred Skills
Experience supporting Microsoft 365, Outlook, Teams, OneDrive, and related end-user technologies
Basic understanding of identity and access management, MFA, VPN, and endpoint troubleshooting
Familiarity with SLA-based support environments
Experience maintaining or contributing to support documentation and knowledge articles
Exposure to onboarding/offboarding support processes
Basic understanding of escalation paths across infrastructure, application support, and vendor-managed systems
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