Key Responsibilities and Required Skills for Global Service Desk Analyst
💰 $55,000 - $85,000
IT SupportService DeskTechnical Support
🎯 Role Definition
The Global Service Desk Analyst provides first- and second-line IT support to internal users across multiple regions, ensuring timely resolution of incidents and service requests. This role is responsible for monitoring systems, troubleshooting technical issues, coordinating with IT teams, and maintaining high levels of customer satisfaction in a 24/7 global IT environment.
📈 Career Progression
Typical Career Path
Entry Point From:
- IT Support Technician
- Help Desk Analyst
- Desktop Support Specialist
Advancement To:
- Senior Service Desk Analyst
- IT Support Manager
- IT Operations Manager
Lateral Moves:
- IT Project Coordinator
- Network or Systems Analyst
Core Responsibilities
Primary Functions
- Serve as the first point of contact for global IT users via phone, email, chat, or ticketing system.
- Diagnose, troubleshoot, and resolve hardware, software, network, and application issues for end users.
- Log, categorize, and prioritize all incidents and service requests in the IT Service Management (ITSM) system.
- Escalate complex or unresolved incidents to appropriate second- or third-line support teams.
- Monitor service desk tickets to ensure SLA compliance and timely resolution of incidents.
- Provide support for remote and on-site users across multiple time zones and locations.
- Assist with password resets, access provisioning, and user account management.
- Install, configure, and update software, operating systems, and IT tools as required.
- Maintain accurate documentation of incidents, resolutions, and technical procedures.
- Collaborate with network, systems, and application teams to implement fixes and updates.
- Conduct root cause analysis for recurring issues and recommend preventive measures.
- Support IT change management processes by reviewing, testing, and implementing approved changes.
- Monitor IT systems, servers, and network alerts to proactively identify and resolve potential issues.
- Assist in onboarding and offboarding of employees, including setup of devices and access rights.
- Provide training and guidance to end users on IT tools, applications, and best practices.
- Participate in IT projects, upgrades, and deployments as needed to support business operations.
- Ensure compliance with IT policies, security standards, and regulatory requirements.
- Track and report service desk metrics, trends, and performance indicators to management.
- Collaborate with global IT teams to standardize processes and improve support delivery.
- Continuously update technical knowledge through training, certification, and research.
Secondary Functions
- Support ad-hoc IT reporting, data analysis, and audit preparation.
- Contribute to IT service improvement initiatives and knowledge base updates.
- Assist with IT vendor coordination for hardware, software, or third-party services.
- Participate in disaster recovery and business continuity planning exercises.
Required Skills & Competencies
Hard Skills (Technical)
- Incident and request management using ITSM tools (ServiceNow, Jira, etc.)
- Hardware and software troubleshooting (Windows, macOS, mobile devices)
- Network connectivity and VPN support
- Active Directory and user account management
- Knowledge of ITIL framework and service desk best practices
- Application support for enterprise software (MS Office, ERP, CRM systems)
- Remote support tools and endpoint management
- System monitoring and alert response
- Basic scripting or automation for IT tasks
- Security awareness and compliance knowledge
Soft Skills
- Strong communication and customer service skills
- Problem-solving and analytical thinking
- Time management and multitasking in high-pressure environments
- Collaboration across global and cross-functional teams
- Attention to detail and accuracy in documentation
- Adaptability to evolving IT systems and processes
Education & Experience
Educational Background
Minimum Education:
Bachelor’s Degree or equivalent experience
Preferred Education:
Bachelor’s Degree in Information Technology, Computer Science, or related field
Relevant Fields of Study:
- Information Technology
- Computer Science
- Network Administration
Experience Requirements
Typical Experience Range:
2–5 years of IT support or service desk experience
Preferred:
Experience providing global IT support in a multi-time-zone environment and familiarity with ITIL-certified processes