Service Desk Analyst

We’re looking for a Service Desk Analyst who’s already familiar with the basics of IT support and ready to take the next step in their career.

You won’t be starting from scratch—you’ll bring hands-on experience to the table and a willingness to grow into more advanced responsibilities. This is a fantastic opportunity for someone who’s proactive, communicative, and eager to build on their existing technical foundation.

Location depends of the candidate's current living situation. The job is open for people residing in Croatia or Europe.

No Visa Transfer and No Sponsorship available for this particular role.

Key Responsibilities:

• Serve as the first point of contact for users seeking IT support via phone, email, or ticketing systems

• Log and manage incidents, issues, and service requests with accuracy and attention to detail

• Guide users through troubleshooting steps and provide remote support when necessary

• Escalate unresolved or complex issues to Level 2 support or external vendors as appropriate

• Provide clear, user-friendly explanations of technical issues and solutions

• Keep users updated on the status of their tickets and ensure timely resolution

• Maintain accurate documentation of problems, diagnostics, and resolution steps in the service management system

• Support onboarding and offboarding processes, including setup and deactivation of user accounts

• Suggest process improvements to enhance service efficiency and quality

• Participate in the development of internal knowledge base articles

What We’re Looking For:

• Experience: 1–3 years of hands-on Service Desk or IT Support experience

• Language Skills: Fluent in English (spoken and written); additional languages are a plus

• Communication: Clear communicator who can simplify technical issues for non-technical users

• Tech Proficiency: Familiarity with Windows OS, Microsoft 365, basic Active Directory tasks, and common ITSM/ticketing systems (e.g., ServiceNow, Jira)

• Soft Skills: Organized, responsive, and team-oriented with a strong customer-first attitude

Nice to Have (Not Mandatory):

• Exposure to ITIL practices

• Experience with remote desktop tools or enterprise environments

• Prior support of cloud platforms (e.g., Azure, M365 Admin Center)

Ready to step up and grow with us? Apply now and let’s explore your next career move together.