IT Analyst – Service Delivery & Operations

About the role

We are looking for an IT Analyst to join our Service Delivery & Operations team. In this role you will provide first‑line technical support to global users, ensuring issues are resolved quickly and efficiently while maintaining high customer satisfaction.

Key responsibilities

• Provide L1 troubleshooting for hardware, software, voice, and network incidents.
• Log, track, and resolve tickets within defined SLAs using ITSM tools.
• Escalate unresolved problems to higher support tiers when necessary.
• Perform basic diagnostics on desktops, laptops, and peripherals.
• Support installation and configuration of standard applications such as MS Office, MS Teams, Genesys, and Sanas.
• Assist users with connectivity issues (wired/Wi‑Fi, VPN, LAN/WAN) and audio/video playback.
• Maintain accurate ticket records and follow ITIL‑based processes.
• Collaborate with infrastructure, application, and security teams for escalations.
• Communicate ticket status and resolutions clearly in English.

Required profile

• 1–2 years of experience in an IT Helpdesk or Technical Support role.
• Exposure to troubleshooting hardware, software, voice, and network problems.
• Strong written and spoken English communication skills.
• Ability to document issues and solutions clearly.

Required skills

• Familiarity with ITSM tools such as ServiceNow or Remedy.
• Basic knowledge of Windows operating systems and Office 365.
• Understanding of Active Directory, DNS, VPN, and LAN/WAN concepts.
• Experience with standard business applications (MS Office, MS Teams, Genesys, Sanas).