Service Desk Analyst

We are seeking a motivated and customer-focused
Service Desk Analyst
to join our team. In this role, you will be the first point of contact for users, providing technical support, troubleshooting issues, and ensuring smooth day-to-day IT operations.

Language Requirement Mandatory
: Proficient in one of the following languages (spoken and written).

• French or
• German or
• Italian or
• Spanish.

Coverage
: Coverage will adhere to the local business hours of the client's respective regions and languages.

Collaboration type
: B2B

Responsibilities
:

·      Provide Level 1 Service Desk support to end-users by managing incident resolution, fulfilling service requests, offering remote assistance, and delivering user guidance.

·      The Service Desk will support end users as first point of contact through the following support channels:

o  Phone

o  Web portal

o  Chat

o  Mobile App

·      Provide support for End User Equipment support, App usability support, Mobile device support, End User Device remote takeover, User Account Management (Starters, Movers, Leavers)

·      3rd party Vendor break-fix co-ordination for printer hardware. Create queues, maintain drivers, manage settings and usage

·      Logging of field services requirements and dispatch/depot/disposal and ensuring transfer of tickets to relevant resolver group

·      L1 EUC equipment incident management

·      SD Satisfaction measurement

·      FAQ/Self service inc. Automated password reset

·      VIP user support

·      Incident & request logging, classification, prioritization, and resolution using ServiceNow

·      Provide level 1 troubleshooting for issues related to hardware, software, network connectivity, email, and user account access — all while maintaining clear and empathetic communication in respective languages in scope.

·      Escalate unresolved or complex issues to L2/L3 support teams following the established escalation matrix as per defined policies.

·      Remote access for troubleshooting using tools such as LogMeIn, provided by company.

·      Maintain, document, and continuously enhance the Knowledge Repository. Follow established Standard Operating Procedures (SOPs) and Knowledge Base (KB) articles, while actively contributing to improvements and updates in KB documentation in the relevant in-scope languages, where applicable.

·      Develop and document Service Desk Operations and Administration Services procedures that meet requirements and adhere to defined policies.

·      Ensure all user interactions are well-documented in respective languages and/or English as per process guidelines.

·      Adhere to ITIL-aligned processes such as Incident Management, Request Fulfilment, and Access Management.

·      Maintain awareness of SLAs, operational procedures, and internal support protocols.

·      Deliver high-quality customer service with a focus on user satisfaction, professionalism, and cultural sensitivity

·      Participate in shift rotations to ensure required coverage, as applicable.

·      Assist with identifying trends or repeat issues and share feedback to improve service delivery.

·      Adhere to escalation process including quarterly validation.

·      Maintain and provide escalation contact list(s) for all Service Towers (including Third Parties such as Suppliers and Service Suppliers).

·      Issue IVR service desk notices to provide status updates as required for planned and unplanned events.

·      Issue announcements or other notices to provide status updates as required for planned and unplanned events.

·      Provide End-User online/portal access to Service Requests and Incidents

·      Maintain a continuous improvement program that improves Service Desk Service delivery.

·      Adhere to ITSM Major Incident Management process

·      Capture detailed business impact assessment information during triage on all incidents

·      Provide additional Resources, as needed, during planned and unplanned critical events.

·      Track/manage Service Desk utilization

·      Log tickets with supported 3rd parties via agreed method (portals, phone, email etc.)

·      Service Request & Incident Management responsibilities

·      Develop, document and maintain Service Request and Incident Management Services procedures, including procedures to receive and respond to Client Service Request Calls according to defined prioritization and resolution targets that meet Client requirements and adhere to policies.

·      Use ITSM tool to document, manage and track all Incidents and Service Requests

·      Provide end-to-end Incident identification, escalation, resolution (management) and closure, including incidents escalated to Third Parties.

·      Receive, track, answer and resolve, or monitor to closure, End-User calls.

·      Categorize, prioritize and log all tickets (for e.g., inquiries/problems/Service Requests) in the ITSM tool.

·      Monitor unresolved Incidents and manage tickets via ITIL end-to-end Incident Management.

·      Troubleshoot Incidents using the Knowledge Base in the ITSM tool

·      Resolve Incidents at Level 1 if possible, otherwise escalate to appropriate Level 2 or 3 resource as required, in accordance with SLAs.

·      Document solutions to Resolved Incidents in knowledge database.

·      Verify acceptance of Services by contacting the End User to confirm results and level of satisfaction.

·      Perform RCA for Priority Level 1 and 2 Incidents for in-scope services

·      Ensure that recurring Incidents are reviewed using Root Cause Analysis processes.

·      Send Service Requests and Service Desk Incident closure notices as per policy

·      Provide insights, tools and processes to establish Level 0 (self-help) resources.

·      Track repetitive incidents and escalate such cases to the appropriate teams to take corrective measures along with suggestions, if any.

·      Educate End Users to drive more self-service and preventive measures.

Skills Required:

·      Fluent in respective language (both verbal and written) – able to handle technical conversations confidently with end-users.

·      Proficient in English (spoken and written) for internal documentation and coordination with global teams.

·      Strong technical aptitude: Knowledge of Windows, Mac OS, Microsoft Office Suite, VPN, printers, and basic networking.

·      Solid troubleshooting and problem-solving skills with a methodical approach.

·      Excellent communication and interpersonal skills, with a customer-first attitude.

·      Ability to work independently and as part of a global team across different time zones.

·      Calm, patient, and empathetic, especially when handling stressed or non-technical users.

·      Experience in Incidents & Request fulfillment as a part of IT Service Desk

Experience

·      A Minimum of 1–3 years of experience in a technical support or IT help desk role.

·      Experience in supporting respective language speaking users in a corporate or B2B environment.

·      Familiarity with remote troubleshooting tools and techniques.

·      Preferred experience in ITSM tool: ServiceNow

·      Previous work in a multilingual support environment is a plus.

Benefits

·     Attractive and competitive remuneration on a B2B contract.

·      Flexible collaboration terms with clear deliverables.

·      Continuous training and certification support to grow your IT expertise.

·      Opportunities to expand your role within the service desk and IT function

·     A professional, collaborative environment where your expertise is valued