Digital Services Analyst – L1/L2 Support

About the role

We are looking for a Digital Services Analyst to join our IT team and provide L1/L2 support across a range of digital services, desktop, telephony and end‑user technologies. The ideal candidate is technically strong, customer‑focused and able to work independently while delivering fast, reliable solutions.

Key responsibilities

• Provide L1/L2 support for Windows 11, Microsoft 365, MFA, VPN, Citrix Cloud, mobile and Apple devices.
• Log, track, resolve and escalate incidents and service requests using ServiceNow or a similar ITSM tool.
• Take ownership of incidents from initial contact through to resolution, reducing unnecessary escalations.
• Deliver occasional phone‑based support and communicate technical information in clear, business‑friendly language.
• Follow ITIL‑aligned service management practices and support end‑to‑end customer services in an operational delivery environment.

Required profile

• Minimum 2–3 years of experience in an operational IT Service Desk role (Level 1/2).
• Strong troubleshooting and problem‑solving skills with a customer‑focused mindset.
• Ability to work independently, prioritize tasks and collaborate effectively within a team.
• Excellent attention to detail and the capacity to hit the ground running.

Required skills

• ServiceNow or other ITSM tools
• Incident Management
• Desktop Support (Windows 11, Microsoft 365)
• MFA, VPN
• Citrix Cloud
• Mobile device support
• Apple device support
• Telephony support
• ITIL basics