Service Desk Analyst - Overseas

Role Description: To provide initial point of contact and support to customers, assisting them with IT hardware and software problems via phone, email or remote assistance.
Location: Overseas (remote working)
Status: Permanent / Full Time
Salary: On Enquiry

1 Key Accountabilities

  • To provide technical support; answering support queries via phone, email & self service
  • Supporting users via remote assistance, providing a high level of resolution at first contact
  • To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process)
  • To take ownership of user Incidents and be proactive when dealing with user issues
  • To log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected
  • To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management)
  • Respond to requests from users and help them resolve hardware or software requirements
  • Support users in the use of IT equipment by providing necessary guidance and advice
  • To escalate more complex calls having captured all relevant information in the ticket
  • To work with 3rd party technical support where incidents or requests require
  • To highlight trends and major incidents to 1st line team leader immediately

2 Measures

  • Meet service level targets for creation, resolution and closure of service desk calls on a monthly basis
  • Maintain an acceptable level of service to the customers and business
  • Meeting SLA's as agreed within yearly objectives (calls logged/resolved, Answer rate/Abandon etc)
  • Consistent and reliable service delivered against all types of incidents & service requests
  • To correctly categorise incidents and set applicable priorities by impact vs severity
  • Consistent approach to all service desk calls
  • Ability to escalate complex service issues
  • To maintain and deliver IT knowledge and process documentation where required

3 Personal specification


  • Excellent telephone & customer service manner
  • Good understanding of IT hardware set-up and configuration
  • Focused on quality
  • Good customer service skills
  • Self-motivated
  • Excellent interpersonal skills
  • Good organisational skills to ensure that company processes and procedures are put in place

4 Education


  • ITIL Foundation (v3) or similar
  • Industry IT standard certification (MCP or similar)


  • Minimum 1 year previous support experience within an IT support environment or similar role supporting customers
  • Experience with using and troubleshooting Microsoft Office 2010 (2013) with emphasis on MS Outlook, MS Word, MS Excel and MS PowerPoint
  • Experience with using and troubleshooting Windows 10/x & MacOS X
  • An understanding of ITIL, ITIL’s framework and how this applies to the IT Function
  • Experience in supporting Users in a Citrix Environment or remote desktop tools