Service Desk Analyst

Job Description

Job Summary

We are seeking a skilled Service Desk Analyst to deliver proactive and responsive support, ensuring smooth issue resolution and appropriate escalation when necessary. This role requires strong technical abilities and clear communication to create value for clients by providing excellent service and upholding our organization’s reputation.

Responsibilities

Act as the first point of contact for technical support via web portal, email, or phone

Perform remote troubleshooting and initial triage

Identify and apply the best solutions or escalate issues as needed

Ensure proper ticket management, including documentation, clear handovers, and resolution notes

Provide L1 / L2 support, including Microsoft suite, Azure, Citrix, and server administration

Provide L1 Citrix and AVD support by troubleshooting user issues, ensuring connectivity, and assisting with basic administration

Conduct daily health checks, log and respond to findings; escalate where necessary

Follow existing processes and documented procedures consistently

Create and maintain knowledge articles and solutions

Relay client feedback to internal teams and help enhance service efficiency

Identify and suggest process improvements

Complete assigned tasks and tickets within agreed SLA targets while maintaining quality and accuracy

Requirements

1–2 years of experience in a Helpdesk or Service Desk role

Experience providing both Level 1 and Level 2 support

Customer-focused and service-oriented mindset

Demonstrates a proactive approach to work, with a willingness to learn and adapt

Basic working knowledge of Microsoft 365 and Entra ID (Azure AD)

Competent written and verbal communication skills in English

Willingness to work on a shift roster in a 24x7 environment, including weekends and holidays

Nice to Have

ITIL v4 certification (not mandatory but highly valued)

Knowledge or hands-on experience with Citrix and Azure Virtual Desktop (AVD)

Understanding of secure operations principles (e.g. Zero Trust and Least Privilege)

Requirements

Network / Linux Engineer Description :

• Participate in architectural discussions related to achieving successful deployments
• Network administration of both hardware infrastructure and Linux based routers as well as multiple vendor firewalls
• Systems administration of Linux servers
• Scripting as required
• Perform partner technical support starting with Tier 3-4 escalations from Level 2 support desk
• Coordinate escalations with vendors
• Be part of the on-call support rotation
• Perform additional duties within the skill set for this position We will potentially be looking for multiple like resources to cover different shifts. Each position will largely have consistent working hours – but will involve participating in duties as a senior engineer for on-call escalations. This position is primarily remote with occasional office visits for meetings. Qualifications / Experience / Skills :
• Minimum 5 years of experience as a Linux system and / or network engineer
• Ability and desire to quickly learn new topics and frameworks
• Extensive knowledge of Linux is a must including but not limited to : Package installation and maintenance, configuring of networking and integration into existing networks, core services
• Extensive knowledge of IP networking, principles, protocols, and network design is required
• Knowledge of scripting languages such as Bash or Python is preferred
• Experience with configuration management systems such as SaltStack is preferred
• Excellent working knowledge in deploying and maintaining server hardware
• Excellent written and verbal communication skills
• Highly organized and process driven
• Professional services work a bonus
• Linux and network certifications a bonus