IT Service Desk Analyst

Description

We are looking for a Service Desk Analyst to join our growing support team. Part of the role is to support our international client who has a global presence.

You will work under the supervision of the Service Delivery Manager / Team Lead, providing technical assistance to employees of partner companies and end-users, managing tickets, and supporting daily IT operations for global clients.

This is a great opportunity for a motivated and detail-oriented individual to build an international career in IT service management.

Please write your application in English and any feedback updated to English.

Responsibilities

• Provide first and second-level IT support for employees of partner companies and end-users via JIRA ticketing system, Slack chat, and Google video calls.

• Diagnose and resolve issues related to Google Workspace, Microsoft Azure/O365, and Windows/macOS workstations.

• Manage and update tickets in Jira Service Management, ensuring timely resolution and proper documentation.

• Escalate complex issues to senior engineers or the Service Delivery Manager when required.

• Assist with user onboarding/offboarding, account setups, and system access requests.

• Support software installations, configurations, and troubleshooting (we have 70-80 applications). Training will be provided as needed.

• Contribute to internal documentation and continuous improvement of support processes.

Requirements

• 1–3 years of experience in IT support or helpdesk environment.

• Familiarity with Google Workspace, Microsoft Azure, Office 365 and Windows/macOS administration.

• Basic understanding of network and system administration (IP configuration, etc.).

• Fluent English — both written and spoken (ability to communicate confidently via calls and video meetings).

• Experience with Atlassian Jira / Confluence or other ticketing systems is a plus.

• Excellent problem-solving and communication skills.

• Proactive, organized, and able to work independently or in a team.

• You must have Service Desk experience from L1 and L2 as minimum.

• You must have a customer focus mindset and background, including interactions with internal/external employees/customers at all levels.

Additional Notes

• Competitive salary depending on experience and qualifications.

• Opportunity to work with international clients and systems.

• Professional growth with training and certification support.

• Friendly, collaborative environment

Company օverview

Address

Հ․ Հակոբյան 3

Number of employees

1-15

Website

https://itsupport.am/

Phone

+374 60 270777

«Այթի Սուփորթ»-ում մենք մասնագիտացած ենք ընկերությունների համար համապարփակ և արդյունավետ ՏՏ լուծումների մատուցման գործում։ Կարևորելով հուսալիությունը, նորարարությունը և հաճախորդների բավարարվածությունը՝ մենք դարձել ենք նախընտրելի տեխնոլոգիական գործընկեր նրանց համար, ովքեր փնտրում են բարձր արտադրողականությամբ ՏՏ ենթակառուցվածքներ և աջակցություն։

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