Remote IT Service Desk Analyst

Description

We are currently seeking a customer-focused and technically skilled Service Desk Analyst to join a fast-paced support environment serving end users across multiple service areas.

This role is ideal for someone with prior IT support or Service Desk experience who enjoys troubleshooting technical issues, helping users, and working in a structured support environment.

The successful candidate must be comfortable supporting users across a wide operating schedule and working in a performance-driven remote environment.

Key Responsibilities

Provide first-level technical support to end users

Troubleshoot and resolve basic hardware, software, and access-related issues

Escalate unresolved issues to the appropriate support teams

Track, document, and manage incidents accurately

Guide users through troubleshooting steps and issue resolution

Follow up with users to ensure issues are fully resolved

Maintain high-quality customer service standards

Support ticket documentation, routing, and closure processes

Recommend process improvements where appropriate

Maintain knowledge of Service Desk procedures, systems, and tools

Availability Requirements

Candidates must be fully flexible and available to support the following operating hours:

Monday-Friday: 7:00 AM - 7:30 PM CST

Saturday: 6:00 AM - 6:30 PM CST

Sunday: 6:00 AM - 5:30 PM CST

Please only apply if you are able to support rotating schedules within these operating hours, including weekends and holidays, where required.

Compensation

$6.50 USD per hour

Paid weekly

Requirements

Required Experience & Qualifications

High school diploma or equivalent

Minimum 2 years of experience in an IT Support, Help Desk, or End User Services environment

Experience supporting Windows environments and end users

Strong troubleshooting and problem-solving skills

Excellent written and verbal English communication skills

Ability to multitask and prioritize in a fast-paced environment

Ability to remain professional and customer-focused under pressure

Comfortable working independently and within a team environment

Preferred Experience

Experience with the following technologies and platforms is highly preferred:

Office 365

Azure Active Directory

Meraki

Workspace ONE

Bomgar

ServiceNow

ITIL or IT Service Management practices

Computer networks and internet-based software

Technical Requirements (Non-Negotiable)

To be considered for this role, candidates must have the following:

Stable wired fibre internet connection (Wi-Fi only connections are not accepted)

Backup power solution, such as a UPS or inverter

Professional headset with microphone

A dual monitor setup is preferred for productivity and workflow management

Hiring Process

Our hiring process includes multiple stages to ensure the right fit for both the role and the client environment.

The process includes:

Resume review and prescreen questionnaire

One-way video interview

Live prescreen interview via Teams

Client interview via Teams

Additional/final interview if required

Please note:

Only candidates who complete both the prescreen questionnaire and one-way video interview will be considered for progression in the hiring process.

Originally posted on Himalayas