Job Description

We are looking for a customer-focused IT Service Desk Analyst to join our APAC IT team. This is a great opportunity for someone early in their IT career to develop their technical skills within a professional services environment.

As the first point of contact for IT support, you will provide guidance, troubleshoot issues, manage user access, and help colleagues get the most from our technology platforms. The role offers a mix of technical support, stakeholder engagement, and involvement in technology projects, providing excellent opportunities for learning and development.

Main duties and responsibilities

• Providing first and second-line IT support via phone, remote access, and desk-side assistance
• Managing and resolving service requests and incidents
• Escalating complex issues to specialist teams when required
• Supporting user account administration, including Active Directory and Microsoft environments
• Assisting with new starter IT setup and equipment management
• Contributing to IT projects and continuous improvement initiatives
• Creating and maintaining technical documentation and support processes
• Building strong relationships with colleagues across the business and wider IT team
• Delivering an exceptional customer experience with every interaction

About you

• Passionate about technology and delivering exceptional customer service
• Experience in a Service Desk, Help Desk, Call Centre, or customer service environment is highly regarded
• Recent IT graduates or candidates currently studying an IT-related qualification are encouraged to apply
• Strong communication and interpersonal skills, with the ability to engage confidently with stakeholders at all levels
• Excellent problem-solving skills, attention to detail, and a customer-focused approach
• Proactive, adaptable, and able to manage competing priorities in a fast-paced environment
• Collaborative team player with a positive attitude and willingness to learn
• Exposure to Microsoft 365, Windows, Active Directory, ServiceNow, remote support tools, or legal applications will be highly regarded, but is not essential