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. The role is fully remote and operates on a performance‑driven schedule, requiring flexibility to cover extended hours and weekends.

Key responsibilities

• Provide first‑level support for hardware, software, and access‑related issues.
• Troubleshoot and resolve Windows‑based problems and guide users through step‑by‑step solutions.
• Escalate unresolved tickets to appropriate support teams and ensure accurate incident documentation.
• Maintain ticket lifecycle: logging, routing, and closure according to Service Desk procedures.
• Follow up with users to confirm issue resolution and uphold high‑quality customer service standards.
• Identify and recommend process improvements where applicable.

Required profile

• High school diploma or equivalent.
• Minimum 2 years experience in IT Support, Help Desk, or End‑User Services.
• Fully flexible availability to work rotating schedules, including weekends and holidays, within CST operating hours.
• Stable wired fibre internet connection, UPS backup, professional headset, and preferably a dual‑monitor setup.

Required skills

• Support of Windows operating environments.
• Office 365, Azure Active Directory.
• Meraki, Workspace ONE, Bomgar.
• ServiceNow ticketing platform.
• ITIL or IT Service Management practices.
• Understanding of computer networks and internet‑based software.

What we offer

• Hourly rate of $6.50 USD, paid weekly.
• Fully remote work environment.
• Opportunity to work in a fast‑paced, performance‑driven team.