IT Service Desk Analyst

About the role

IKO Industries is seeking a dedicated IT Service Desk Analyst to join its Global IT Service Desk team. You will provide first‑line and second‑line support to users worldwide, ensuring incidents are resolved quickly and service standards are met.

Key responsibilities

• Respond to, triage, and troubleshoot IT support requests across multiple channels and locations.
• Deliver 2nd‑level support, including deskside assistance and occasional travel to regional sites.
• Document tickets accurately, prioritize, and escalate incidents as needed.
• Identify incident trends, record system outages, and assist with basic end‑user training.
• Track and recover IT equipment, coordinate vendor escalations, and maintain knowledge‑base articles.
• Participate in on‑call rotations and follow ITSM processes for change, incident, and problem management.

Required profile

• Bachelor’s degree in IT, Computer Science, or a related field.
• Minimum 2 years of Level 1 IT support experience (Level 2 a plus).
• Strong customer‑service orientation and team mindset.
• ITIL Foundation, Apple Certified Support, or similar certifications are a bonus.

Required skills

• Windows PC operating systems.
• macOS operating systems.
• Microsoft 365 (M365) suite.
• Active Directory administration.

What we offer

• Employee support and mental‑wellness programs.
• Opportunities for career growth within a stable, industry‑leading company.