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 role is ideal for candidates with at least two years of help‑desk experience who enjoy troubleshooting, guiding users, and working in a performance‑driven remote environment.

Key responsibilities

• Provide first‑level technical support to end users.
• Troubleshoot and resolve basic hardware, software, and access‑related issues.
• Escalate unresolved incidents to appropriate support teams.
• Track, document, and manage incidents accurately.
• Guide users through troubleshooting steps and ensure issue resolution.
• Follow up with users to confirm issues are fully resolved.
• Maintain high‑quality customer service standards.
• Document, route, and close support tickets.
• Recommend process improvements where appropriate.

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 and backup power solution (UPS or inverter).
• Professional headset with microphone; dual‑monitor setup preferred.

Required skills

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

What we offer

• Compensation: $6.50 USD per hour, paid weekly.
• Fully remote work arrangement.
• Opportunity to work in a fast‑paced, performance‑driven environment.