Junior Service Desk Analyst (Onsite)

What You Will Do

Service Desk & Ticket Management

• Support all inbound engagement channels — phone, chat, email, and self-service.

• Log and manage incidents accurately, capturing symptoms, diagnostic data, and related configuration item (CI) details.

• Monitor ticket queue progress, keep users informed throughout the lifecycle, and resolve or escalate as appropriate.

• Allocate unresolved tickets per established escalation procedures and maintain accurate resolution records.

• Respond to escalations promptly, ensuring major incidents are handled with urgency and communicated clearly.

Asset Management Support

• Provide accurate information on hardware, software, and services available to employees.

• Coordinate with the team on asset requests, tracking deployments and returns through the full asset lifecycle.

• Monitor systems under the Asset team's remit, identify performance trends, and assist in corrective action to prevent recurring issues.

• Maintain and update incident records, asset logs, and CI data throughout the full lifecycle.

• Participate in asset lifecycle projects — including device deployment, technology refresh, and equipment retrieval — supporting the team in executing high-volume programs on time and to standard.

• Maintain the accuracy of the CMDB and fixed asset register, ensuring every device is correctly recorded, assigned, and accounted for at each stage of its lifecycle.

Customer Experience & Quality

• Deliver consistent, high-quality service against established quality assurance measures.

• Advise users on available systems, products, and services — communicating in plain language and from the customer's perspective.

• Support positive and negative customer satisfaction outcomes with timely, honest responses.

• Champion ITIL best practices across the team, contributing to a culture of disciplined, process-driven service delivery.

Knowledge & Team Development

• Contribute to the Service Desk knowledge base, ensuring documented processes and procedures are current and accurate.

• Support the development and maintenance of asset team tools to meet evolving customer and IT service needs.

• Train and support new team members as part of the service induction program.

• Contribute to identifying opportunities where AI and automation could improve how the team works — this is an area of active investment for the team and a real growth opportunity for someone curious about where IT operations is heading.

Who You Are

You are someone who genuinely cares about the experience of the people you support. You bring an innovative mindset to everything you do — when you hit a wall, you look for a way around it rather than waiting for someone else to move it. You are energized by challenges, not discouraged by them, and you think creatively about how to get to a solution. You listen carefully, communicate clearly, and do not let details fall through the cracks. You are a team player who lifts others up and shares what you know. You hold yourself to a high standard, take ownership of your work, and when something goes wrong you focus on fixing it — not on explaining why it was someone else’s problem. You bring energy to everything you start and see it through to the end.

Education & Experience

• Bachelor’s degree preferred; equivalent work experience will be considered.

• 1–3 years of experience in IT, technical support, or a related field.

• Strong verbal and written communication skills — you can explain a technical issue clearly to someone who has no IT background.

Required Qualifications

• Genuinely excited to learn — you do not need to come in knowing everything, but you need to come in wanting to. This role is built for someone early in their IT career who is hungry to grow.

• Strong customer service orientation with the ability to communicate clearly at all levels of the organization.

• Good analytical and problem-solving skills, with a precise approach to documenting issues and resolutions.

• Ability to organize and prioritize work effectively in a fast-paced, high-volume environment.

• Methodical and disciplined — you follow established processes and flag when something does not fit.

• Comfortable working under pressure, both independently and as part of a team.

• Active listener who can translate technical concepts into accessible language for non-technical users.

• Basic knowledge of PC hardware and software.

What Will Set You Apart

• ITIL Foundation certification, or active pursuit of it.

• Prior experience in a service desk, help desk, or IT support role.

• Familiarity with enterprise ITSM tools (ServiceNow, Cherwell, or similar).

• Hands-on experience with AI tools such as Claude, ChatGPT, or Gemini — even personal or exploratory use counts.

• Familiarity with automation tools such as Microsoft Power Automate or UiPath.

• Exposure to digital employee experience (DEX) platforms such as Nexthink.

• Ability to speak Spanish or Brazilian Portuguese — a meaningful plus given the team’s support across the Americas.

What Success Looks Like

In your first 30 days, you have a clear understanding of the asset lifecycle — the processes, the flows, and the tools. You know how work moves through the team and where you fit in it.

At 60 days, you are actively participating in those processes and using the tools hands-on. You are not just observing — you are doing, asking good questions, and building confidence with every interaction.

At 90 days, you are proficient and working independently. The team trusts you to manage your workload, your records are accurate, and users feel heard and informed throughout every interaction.

At six months, you are a reliable contributor — someone the team counts on. You are resolving issues efficiently, keeping the knowledge base current, and bringing the energy and ownership mindset that makes everyone around you better.