Remote IT Service Desk Analyst

About the role

We are looking for a customer‑focused Remote IT Service Desk Analyst to provide first‑line support to end users across multiple service areas. The role is fully remote and operates on a rotating schedule that includes evenings, weekends and holidays.

Key responsibilities

• Serve as the first point of contact for user incidents and service requests.
• Diagnose, troubleshoot and resolve technical issues or appropriately escalate them.
• Document interactions, update ticketing data and produce activity reports.
• Guide users through problem‑solving steps and follow up until resolution.
• Recommend improvements to service desk procedures and maintain knowledge of products.

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 Help Desk environment.
• Ability to work flexible hours, including nights, weekends and holidays.
• Strong written and spoken English communication skills.

Required skills

• Stable wired fibre Ethernet internet connection (Wi‑Fi only not accepted).
• Backup power solution such as a UPS or inverter.
• Professional headset with microphone.
• Dual‑monitor setup (preferred for productivity).

What we offer

• Compensation of $6.50 USD per hour, paid weekly in arrears.
• Independent (freelance) contract with the flexibility of remote work.
• Opportunities to develop service‑desk expertise in a performance‑driven environment.