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 position is ideal for candidates with at least two years of help‑desk experience who enjoy troubleshooting hardware, software, and access issues in a fast‑paced, performance‑driven environment.

Key responsibilities

• Provide first‑level technical support to end users via remote channels.
• Troubleshoot and resolve basic hardware, software, and access‑related issues.
• Escalate unresolved incidents to the appropriate support teams.
• Track, document, and manage incidents accurately in the ticketing system.
• Guide users through step‑by‑step troubleshooting and follow up to ensure resolution.
• Maintain high‑quality customer service standards and adhere to Service Desk procedures.
• Document, route, and close support tickets while recommending process improvements.

Required profile

• High school diploma or equivalent.
• Minimum 2 years experience in IT Support, Help Desk, or End‑User Services.
• Fully flexible availability to cover rotating schedules, including weekends and holidays.
• Stable wired fibre internet connection, backup power (UPS/inverter), professional headset with microphone.
• Preferred dual‑monitor setup for productivity.

Required skills

• Experience supporting Windows environments.
• Office 365.
• Azure Active Directory.
• Meraki networking devices.
• Workspace ONE.
• Bomgar remote support tool.
• ServiceNow ticketing platform.
• ITIL or IT Service Management practices.
• Fundamental knowledge of computer networks and internet‑based software.

What we offer

• Hourly compensation of $6.50 USD, paid weekly.
• Fully remote work arrangement.
• Opportunity to work in a structured, performance‑driven support environment.