IT Service Desk Analyst

About the role

IKO Industries Ltd. 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 timely resolution of incidents and contributing to a smooth IT environment.

Key responsibilities

• Respond to, triage, and troubleshoot IT support requests across multiple channels and global locations.
• Deliver second‑level support, including deskside assistance and occasional travel to regional sites.
• Document tickets accurately, prioritize, and escalate incidents as needed.
• Identify incident trends, assist with problem management, and record system outages.
• Maintain IT equipment inventory, coordinate vendor escalations, and update 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 experience is a plus).
• Strong customer‑service orientation and team‑focused mindset.
• Relevant certifications such as ITIL Foundation or Apple Certified Support are a bonus.

Required skills

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

What we offer

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