Service Desk Analyst

We’re looking for an experienced IT Service Desk Analyst to join our offshore Service Desk team based in Mauritius. In this role, you’ll provide high-quality 1st line IT support to corporate users across our global offices, as well as colleagues in UK retail environments. You’ll be the first point of contact for IT issues, handling incidents via phone, email, chat, and self-service tools, resolving common technical problems, and ensuring excellent customer service at all times. This is a 24/7, office-based position, working within an ITSM-driven environment. What you’ll be doing: Delivering professional, customer-focused 1st line IT support Logging, prioritising, and resolving incidents in line with SLA targets Troubleshooting desktop, user account, network, and printer issues Providing clear updates and accurate documentation Escalating issues appropriately and collaborating with 2nd line teams and vendors What we’re looking for: Proven IT Service Desk or Helpdesk experience Strong troubleshooting and customer service skills Knowledge of desktop environments, Active Directory, basic networking, and MFDs Experience with ITSM tools (ServiceNow preferred) Excellent communication skills and a proactive, resilient mindset