Associate Service Desk Analyst

About the role

We are seeking an Associate Service Desk Analyst to join Motivus’ global IT support team. In this entry‑level position you will be the first point of contact for users worldwide, handling incidents and service requests across phone, email and chat.

Key responsibilities

• Register, categorize and prioritize tickets received via multiple channels.
• Troubleshoot and resolve basic technical issues using Knowledge Base articles.
• Escalate complex cases to L2/L3 support while ensuring proper documentation.
• Track incidents through to resolution and keep users informed.
• Participate in shift or on‑call rotations as required.
• Maintain SLA compliance and overall service quality.

Required profile

• At least 1 year of experience in a Service Desk or IT support environment.
• Strong communication and customer‑service skills in fluent English.
• Basic understanding of ITSM processes (incidents, requests, SLAs).
• Problem‑solving mindset with attention to detail.
• Relevant studies in IT or Computer Science are a plus.

Required skills

• Experience with ticketing tools such as ServiceNow or Jira.
• Proficiency in Microsoft Office applications.
• Basic networking knowledge (DNS, TCP/IP, VPN).

What we offer

• Global, multicultural support environment.
• Exposure to enterprise‑level IT operations.
• Opportunities for career growth in IT support and infrastructure.
• Continuous learning and development programs.