Remote IT Service Desk Analyst

About the role

We are looking for a customer‑focused Remote IT Service Desk Analyst to provide first‑level support to end users across multiple service areas. The role is fully remote and operates on a performance‑driven schedule, requiring flexibility to cover extended hours, weekends, and holidays.

Key responsibilities

• Serve as the first point of contact for user issues and deliver clear resolutions.
• Escalate unresolved tickets to higher‑level support teams.
• Track, route, and redirect problems to appropriate resources.
• Maintain accurate customer data and generate activity reports.
• Guide users through troubleshooting steps and follow up until resolution.
• Document all interactions and ensure proper ticket closure.
• Suggest improvements to service desk procedures.
• Continuously update knowledge of service desk tools, products, and services.

Required profile

• High school diploma or GED equivalent in Science, IT, or related field.
• Minimum two years of experience in End User Services, IT support, or desktop support.
• Ability to stay composed and customer‑focused while troubleshooting.
• Strong multitasking and prioritisation skills in a fast‑paced environment.
• Willingness to work a flexible schedule that includes holidays and weekends.
• Fluent written and spoken English.

Required skills

What we offer

• Hourly compensation of $6.50 USD, paid weekly in arrears.
• Independent contract (contractual engagement).
• Fully remote work with a flexible schedule.
• Opportunity to grow knowledge of service desk operations and procedures.