Remote IT Service Desk Analyst
Resolv.Global
•Remote
About The Position
We are currently seeking a customer-focused and technically skilled Service Desk Analyst to join a fast-paced support environment serving end users across multiple service areas. This role is ideal for someone with prior IT support or Service Desk experience who enjoys troubleshooting technical issues, helping users, and working in a structured support environment. The successful candidate must be comfortable supporting users across a wide operating schedule and working in a performance-driven remote environment.
Requirements
- High school diploma or equivalent
- Minimum 2 years of experience in an IT Support, Help Desk, or End User Services environment
- Experience supporting Windows environments and end users
- Strong troubleshooting and problem-solving skills
- Excellent written and verbal English communication skills
- Ability to multitask and prioritize in a fast-paced environment
- Ability to remain professional and customer-focused under pressure
- Comfortable working independently and within a team environment
- Stable wired fibre internet connection (Wi-Fi only connections are not accepted)
- Backup power solution, such as a UPS or inverter
- Professional headset with microphone
Nice To Haves
- Experience with Office 365
- Experience with Azure Active Directory
- Experience with Meraki
- Experience with Workspace ONE
- Experience with Bomgar
- Experience with ServiceNow
- Experience with ITIL or IT Service Management practices
- Experience with computer networks and internet-based software
- A dual monitor setup is preferred for productivity and workflow management
Responsibilities
- Provide first-level technical support to end users
- Troubleshoot and resolve basic hardware, software, and access-related issues
- Escalate unresolved issues to the appropriate support teams
- Track, document, and manage incidents accurately
- Guide users through troubleshooting steps and issue resolution
- Follow up with users to ensure issues are fully resolved
- Maintain high-quality customer service standards
- Support ticket documentation, routing, and closure processes
- Recommend process improvements where appropriate
- Maintain knowledge of Service Desk procedures, systems, and tools
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
