Help Desk Analyst – 24/7 Service Desk

About the role

Join SoftwareOne’s Service Desk team as a Help Desk Analyst, providing 24/7 technical support to users across multiple locations. You will be the first point of contact, helping colleagues stay productive by quickly resolving hardware, software, and access issues.

Key responsibilities

• Provide support and resolution for user incidents via phone, email, or ITSM tools.
• Manage the full ticket lifecycle, including logging, prioritization, follow‑up, and closure in line with SLAs.
• Perform initial diagnosis and basic troubleshooting for hardware, software, corporate applications, and access problems.
• Escalate cases when needed and document solutions, ensuring clear communication and adherence to operational metrics.

Required profile

• Technical or Technologist degree in Systems, IT, Computer Science, or related fields.
• Previous experience in remote technical support or Service Desk environments.
• Basic knowledge of Windows operating systems, corporate applications, and office tools.
• Strong communication skills and a customer‑oriented mindset.
• Availability to work rotating shifts 24/7.

Required skills

• ITSM tools (experience with Aranda is a plus).
• Windows operating system.
• Corporate applications.
• Office productivity tools.

What we offer

• Comprehensive health and well‑being benefits.
• Continuous learning and career development programs.
• Performance‑based incentives and employee share participation.
• Flexible and hybrid work models.
• Opportunities to engage in global projects.