The

IT Service Desk Analyst

will provide first-line technical support within a shift-based environment, ensuring that incidents, requests, and queries are managed in accordance with established procedures and SLAs. This role requires strong troubleshooting skills, excellent communication, and the ability to deliver high-quality customer service in a multilingual environment.Key Responsibilities

Deliver first-line technical support by diagnosing and resolving IT-related issues.

Receive, log, and manage incidents and service requests, ensuring accurate records of symptoms, classifications, and resolutions.

Promptly allocate, escalate, or reassign tickets to appropriate teams as required.

Monitor and manage ticket queues, ensuring SLA compliance and timely resolution.

Coordinate incidents that span multiple teams or organizational boundaries to ensure smooth handover and customer satisfaction.

Maintain adherence to IT Service Desk processes and contribute to continuous improvement initiatives.

Required Skills and Experience

Proven background in a technical IT Service Desk or support environment.

Experience with

ServiceNow

or similar ITSM tools.

Multilingual fluency (native/near-native) in

French, Spanish, Italian, or Portuguese .

Strong customer service orientation with the ability to communicate effectively with end-users.

Skilled in troubleshooting and researching application and system issues.

Ability to clearly explain technical concepts in both written and verbal communication.

Strong organizational skills with the ability to prioritize, multitask, and manage workloads effectively.

Collaborative team player who shares knowledge openly, communicates constructively, and demonstrates flexibility in achieving team goals.

Proactive learner, open to acquiring new skills and adopting alternative approaches

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