Service Desk Analyst – Global Time Zone Support

Service Desk Analyst – Global Time Zone Support As part of our continued growth, we are looking for a talented and customer-focused Service Desk Analyst to join our team and support customers operating across different regions and time zones. About the Role This role will provide technical support to customers across different time zones, ensuring consistent service delivery and timely resolution of incidents outside standard business hours. You will work with a diverse range of customers and technologies, supporting end users, cloud environments, infrastructure platforms, and business-critical systems. This is an excellent opportunity for someone who enjoys variety, problem-solving, and developing their technical skills within a growing Managed Services Provider. Key Responsibilities Provide high-quality Level 1 and Level 2 technical support via phone, email, and remote support tools. Respond to service requests, incidents, and alerts from customers across different time zones. Troubleshoot and resolve technical issues while maintaining excellent customer communication. Monitor and support customer infrastructure across cloud and on-premises environments. Perform system maintenance activities including patching, updates, and monitoring. Deploy and configure end-user devices including laptops, desktops, and mobile devices. Support user onboarding and offboarding activities. Maintain accurate documentation, ticket notes, and knowledge base articles. Escalate complex issues to senior engineers while maintaining ownership of customer outcomes. What You'll Bring Customer-focused mindset with strong communication skills. Previous experience working in an IT Service Desk, Technical Support, or Managed Services environment. Experience working with IT Service Management (ITSM) platforms. Strong troubleshooting and analytical skills. Ability to work independently while collaborating with a distributed technical team. Willingness to work across different time zones as part of a global support model. A passion for continuous learning and improving technical capabilities. Technical Experience (Preferred) Experience with some of the following technologies is highly regarded: Microsoft Azure (Compute, Networking, Security, Serverless, and Data services) Microsoft 365 suite Google Workspace Windows Server environments including Active Directory, File Services, and SQL Server VMware virtualisation technologies Microsoft Intune and SCCM Jamf and macOS management Cloud monitoring and backup solutions Networking technologies including switching, routing, and wireless Qualifications Desirable qualifications include: Tertiary qualification in Information Technology, Networking, Computer Science, or a related field. Industry certifications from major vendors including Microsoft, AWS, Cisco, VMware, or similar.