Remote IT Service Desk Analyst

About the role

We are looking for a customer‑focused Service Desk Analyst to provide first‑line technical support to end users in a fast‑paced, remote environment. The role is ideal for candidates with prior IT support experience who enjoy troubleshooting, guiding users through solutions, and working within structured service processes.

Key responsibilities

• Serve as the initial point of contact for user issues and deliver timely resolutions.
• Escalate unresolved tickets to higher‑level support teams following defined procedures.
• Track, route, and document incidents in the ticketing system.
• Guide users step‑by‑step through problem‑solving processes and follow up until closure.
• Maintain accurate records, produce activity reports, and suggest process improvements.

Required profile

• High school diploma or GED equivalent; experience in IT or Desktop Support.
• Minimum two years of experience in an End‑User Services or Service Desk role.
• Ability to remain composed, prioritize tasks, and work flexible rotating schedules, including weekends and holidays.
• Strong written and spoken English communication skills.

Required skills

What we offer

• Compensation of $6.50 USD per hour, paid weekly in arrears.
• Independent contract (freelance) with full remote work flexibility.
• Opportunity to develop expertise in Service Desk procedures and tools.