Remote IT Service Desk Analyst

About the role

We are looking for a customer‑focused Remote IT Service Desk Analyst to provide first‑level technical support to end users across multiple service areas. This fully remote position requires flexibility to cover a broad operating schedule, including weekends and holidays, while maintaining high‑quality service standards.

Key responsibilities

• Provide first‑level technical assistance for hardware, software, and access‑related issues.
• Troubleshoot and resolve basic problems, guiding users through step‑by‑step solutions.
• Escalate unresolved incidents to appropriate support teams.
• Accurately track, document, and manage incidents in the ticketing system.
• Follow up with users to confirm issue resolution.
• Maintain documentation, routing, and closure processes for support tickets.
• Recommend process improvements where applicable.

Required profile

• High school diploma or equivalent.
• Minimum 2 years of experience in IT Support, Help Desk, or End‑User Services.
• Experience supporting Windows environments and end users.
• Strong troubleshooting and problem‑solving abilities.
• Excellent written and verbal English communication skills.
• Ability to multitask, prioritize, and remain professional under pressure.
• Comfortable working independently and as part of a remote team.

Required skills

• Windows operating systems
• Office 365
• Azure Active Directory
• Meraki networking solutions
• Workspace ONE
• Bomgar remote support
• ServiceNow ticketing platform
• ITIL or IT Service Management practices
• Computer networks and internet‑based software

What we offer

• Compensation of $6.50 USD per hour, paid weekly.
• Fully remote work with flexible scheduling.
• Opportunity to work in a performance‑driven environment.
• Requirement: stable wired fibre internet, UPS backup, professional headset, and preferably a dual‑monitor setup.