Service Desk Analyst

Amaris Consulting; Osmangazi; On-site; TRY 180,000 - 270,000; Full time

Job summary

Amaris Consulting in Bursa is seeking a Service Desk Analyst to join our IT Operations team. This role targets professionals with 1–3 years of experience in Help Desk or Service Desk environments, focused on delivering high-quality technical support and excellent end-user experience.

You will handle incidents, manage tickets in ServiceNow, provide first-level support for Windows and Office, and follow ITIL practices. English documentation reading and strong communication are essential.

Qualifications

• Bachelor’s degree in Computer Engineering, Information Technologies, or a related field.
• 1–3 years of experience in Help Desk or Service Desk roles.
• Experience with Windows OS and Microsoft Office.
• Basic networking knowledge.
• Experience with ServiceNow or ITSM platforms.
• Familiarity with ITIL principles and Incident Management.
• Ability to read technical documentation in English.
• Strong communication and problem-solving skills.

Responsibilities

• Respond to incoming user requests via phone, email, and ticketing systems.
• Create and manage incident records using ServiceNow or similar tools.
• Provide first-level technical support for hardware, software, and user issues.
• Troubleshoot and resolve IT incidents or escalate as needed.
• Manage critical incidents and communicate with stakeholders.
• Maintain accurate ticket documentation following ITIL practices.
• Guide end users through technical issues and provide effective solutions.
• Contribute to continuous improvement of Service Desk processes and documentation.

Skills

Windows OS

Microsoft Office

Networking basics

English documentation

Communication skills

Problem-solving

Education

Bachelor's degree in Computer Engineering, Information Technologies, or related field

Tools

ServiceNow

ITSM platforms

Job description

Service Desk Analyst – Bursa

About The Role

We are looking for a Service Desk Analyst to join our IT Operations team in Bursa. This role is ideal for professionals with 1–3 years of experience in Help Desk or Service Desk environments who are passionate about providing high-quality technical support and ensuring an excellent user experience.

What You’ll Do

• Respond to incoming user requests via phone, email, and ticketing systems.
• Create and manage incident records using ServiceNow or similar ticketing tools.
• Provide first‑level technical support for hardware, software, and user‑related issues.
• Troubleshoot and resolve common IT incidents or escalating them to the appropriate support teams.
• Manage critical incidents and ensure timely communication with stakeholders.
• Maintain accurate ticket documentation in line with ITIL best practices.
• Guide end users through technical issues and provide effective solutions.
• Contribute to continuous improvement of Service Desk processes and documentation.

What We’re Looking For

• Bachelor’s degree in Computer Engineering, Information Technologies, or a related field.
• 1–3 years of experience in Help Desk or Service Desk roles.
• Experience supporting Windows Operating Systems and Microsoft Office applications.
• Basic knowledge of networking concepts.
• Experience with ServiceNow or similar ITSM/ticketing platforms.
• Familiarity with ITIL principles and Incident Management.
• Ability to read and understand technical documentation in English.
• Strong communication, customer service, and problem‑solving skills.

Success Profile

• Help Desk / Service Desk Support
• First‑Level Technical Support
• ServiceNow or ITSM Tools
• Windows OS & Microsoft Office
• Basic Networking Knowledge
• ITIL Awareness
• Incident Management
• Strong Customer Communication

We’re passionate about IT support, customer service, and delivering excellent user experiences. We'd love to hear from you.

Amaris is proud to be an equal‑opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.