Service Desk Analyst

About the role

We are seeking a Service Desk Analyst to join our IT Operations team in Bursa. The role is ideal for professionals with 1‑3 years of experience in Help Desk or Service Desk environments who are eager to deliver high‑quality technical support and ensure a smooth user experience.

Key responsibilities

• Receive and log user requests via phone, email, and ticketing systems.
• Create and manage incident records using ServiceNow or similar platforms.
• Provide first‑level support for hardware, software, and user‑related issues.
• Troubleshoot common IT incidents and escalate when necessary.
• Handle critical incidents and communicate status to stakeholders.
• Maintain accurate ticket documentation following ITIL best practices.
• Guide end users through technical problems and propose effective solutions.
• Contribute to continuous improvement of Service Desk processes and documentation.

Required profile

• Bachelor’s degree in Computer Engineering, Information Technologies, or a related field.
• 1–3 years of experience in Help Desk or Service Desk roles.
• Proficiency in supporting Windows operating systems and Microsoft Office applications.
• Basic understanding of networking concepts.
• Familiarity with ServiceNow or comparable ITSM tools.
• Knowledge of ITIL principles and incident management.
• Strong communication skills in English.

Required skills

• ServiceNow (or similar ITSM ticketing platform)
• Windows Operating System
• Microsoft Office suite
• Basic networking concepts
• ITIL framework
• Incident management processes