Service Desk Analyst

Service Desk Analyst

Kairostek is seeking a Service Desk Analyst to serve as the first point of contact for employee IT issues. This role is central to maintaining operational continuity by diagnosing and resolving technical problems efficiently while delivering excellent customer service.

Key Responsibilities

• Respond to and resolve incoming IT support tickets via phone, chat, or email

• Diagnose and fix hardware, software, and network issues, or escalate complex problems appropriately

• Manage user account requests, including access provisioning and password resets

• Document all support interactions accurately and contribute to knowledge base articles

• Escalate unresolved or complex issues to senior analysts or specialist teams

• Maintain professionalism and a helpful approach throughout all customer interactions

Requirements

• 1–2+ years of experience in service desk, help desk, or technical support

• Basic understanding of Windows/Mac OS, networking, and common business applications

• Familiarity with ticketing systems

• Strong communication and customer service skills

• Associate's or Bachelor's degree in IT, or equivalent practical experience

• Plus: Experience in 24/7 or shift-based operational environments

• Plus: Basic knowledge of Active Directory and remote support tools

• Plus: ITIL Foundation certification

Kairostek offers competitive compensation, a flexible and remote-friendly work environment, professional development opportunities, exposure to international projects, and a collaborative company culture.