Digital Services Analyst 

Analyst
Remote
June 29, 2026
Full Time
Application ends: September 28, 2026
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Job Description

Role Overview: We are seeking a Digital Services Analyst with strong service desk, desktop support, incident management and ITSM experience. The role sits between Level 1 and Level 2 support and requires someone who is technically strong, customer-focused, independent and able to hit the ground running. The ideal candidate will have hands‑on experience supporting end users, troubleshooting technical issues, managing incidents, reducing escalations, and communicating clearly with both technical teams and business users.Key Responsibilities

  • Provide L1/L2 support across digital services, desktop, telephony and end‑user technologies.
  • Manage incidents and service requests through ITSM processes.
  • Use ServiceNow or similar ITSM tools for ticket logging, tracking, resolution and escalation.
  • Troubleshoot issues related to Windows 11, M365, MFA, VPN, Citrix Cloud, mobile devices and Apple devices.
  • Take ownership of incidents from initial contact through to resolution.
  • Provide occasional phone‑based support to end users.
  • Communicate effectively using both technical language and customer‑friendly language.
  • Work independently while also contributing as a team player.
  • Support managed end‑to‑end customer services in an operational delivery environment.
  • Reduce unnecessary escalations through strong troubleshooting and ownership.
  • Follow ITIL‑aligned service management practices.
  • Support desktop, infrastructure and telephony‑related issues at an enterprise level.

Required Experience

  • Minimum 2–3 years’ experience in an operational delivery role within an IT Service Desk environment.
  • Minimum 3 years’ overall experience in Information Technology.
  • Experience with incident management, ITSM and ServiceNow or similar service desk technologies.
  • Strong troubleshooting and problem‑solving capability.
  • Experience supporting Windows 11, Microsoft 365, MFA, VPN and mobile phone technologies.
  • Citrix Cloud experience is highly desirable.
  • Understanding of basic ITIL / IT Service Management concepts.
  • Broad understanding of enabling infrastructure technologies at an enterprise level.
  • Solid technical understanding of desktop and telephony technologies.
  • Experience delivering managed end‑to‑end customer services.

Technical Skills

  • Telephony support

Soft Skills

  • Ability to explain technical issues in simple business language
  • Independent and proactive
  • Tech savvy
  • Able to work in a fast‑paced environment

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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