IT Helpdesk Analyst

Adria Solutions Ltd.; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

An innovative global organization is seeking an IT Helpdesk Analyst to provide exceptional 1st and 2nd line support across multiple regions. This role is perfect for a tech-savvy professional with at least 2 years of experience who thrives in a collaborative environment. You will be responsible for delivering technical support to users, managing incidents, and ensuring system reliability. Join a dynamic team that values growth and development, and make a real impact through technology in a supportive workplace. If you are ready to elevate your IT career, this opportunity is for you.

Benefits

Pension

Private Healthcare

Employee Rewards Platform

Ongoing Training

Professional Development

Qualifications

• 2+ years' experience in Service Desk/Desktop Support role.
• Familiarity with ITSM tools and ITIL processes.

Responsibilities

• Deliver professional support via email, phone, and service desk portal.
• Log and manage incidents through to resolution using ITSM tools.

Skills

Troubleshooting Skills

Communication Skills

ITIL Processes

Active Directory

Basic Networking

Tools

Freshservice

SAP B1

Salesforce

InTune

O365

Google Workspace

Job description

IT Helpdesk Analyst (1st & 2nd Line Support) - West Yorkshire

Are you a skilled IT professional with a passion for problem-solving and a customer-focused mindset? My client, a global organisation at the forefront of innovation in their industry, is seeking an IT Helpdesk Analyst to join their dynamic support team. You’ll play a vital role in providing technical support across Europe, the USA, and Asia as part of a “follow-the-sun” 24/7 model.

This role is ideal for someone with at least 2 years' experience in 1st and 2nd line support who thrives in fast-paced environments and enjoys working both independently and collaboratively.

Key Responsibilities:

• Deliver professional support via email, phone, and service desk portal to remote and on-site users
• Log and manage incidents through to resolution using an ITSM tool
• Monitor systems and respond proactively to alerts
• Manage IT assets and user access to internal and third-party systems
• Support and maintain hardware/software systems and resolve technical issues

Requirements:

• 2+ years' experience in a Service Desk/Desktop Support role
• Strong communication and troubleshooting skills
• Familiarity with ITSM tools (e.g., Freshservice) and ITIL processes
• Solid knowledge of Windows desktop/server environments, Active Directory, and basic networking
• Experience with business systems like SAP B1, Salesforce, and endpoint management tools like InTune
• Exposure to O365 or Google Workspace

Benefits:

• Competitive salary based on experience
• Pension and private healthcare (single cover)
• Employee rewards platform with discounts across major retailers
• Ongoing training and professional development

If you're ready to grow your IT career in a collaborative and supportive global environment, we’d love to hear from you.

Apply now to join a team that’s making a real impact through technology.

IT Helpdesk Analyst (1st & 2nd Line Support)