This position provides first-line IT assistance and remote support for standard IT systems and services to supported customers. The Junior Service Desk Analyst acts as the first point of contact for customer users, handling Level 1 incidents and service requests , ensuring accurate logging, basic troubleshooting, and timely resolution or escalation when required.

The role focuses on delivering excellent customer service, following established procedures, and escalating more complex issues to Senior Service Desk Analysts or other technical teams in line with agreed processes.

This position reports to the Service Desk IT Management and provides day-to-day Service Desk support (1st line duties) .

Responsibilities

• Act as the first point of contact for end users via phone, email, and ticketing system

Requirements

• 0–2 years of experience in an IT Service Desk, Helpdesk or customer support role (or relevant education/training)
• Basic understanding of IT concepts including hardware, operating systems, and common business applications
• Willingness to learn and develop technical and troubleshooting skills
• Strong customer service mindset with clear and professional communication skills
• Ability to follow procedures, document work accurately, and work as part of a team
• Basic knowledge or exposure to: Microsoft 365 (Outlook, Teams, OneDrive), user account and password support, management of users and devices with Active Directory, Entra ID, Intune and Microsoft Admin, desktop and laptop troubleshooting