IT Service Desk technical Analyst

About Us
Proserv is a global controls technology company with over 60 years of heritage, delivering industry-leading solutions to enhance reliability, optimise performance, and extend the life cycle of critical infrastructure within the energy sector. Our culture is guided by FRESH values and powered by talented, diverse individuals. We are committed to providing high-quality service, innovation, and fostering collaborative working relationships worldwide.

If you are motivated by making a difference, thrive in a team environment, and are passionate about providing top-tier technical support, we encourage you to apply and join our community of dedicated professionals.

Key Responsibilities – IT Service Desk Technical Analyst

• Serve as the primary contact for technical support via phone, email, and service desk ticketing systems, delivering high-quality IT assistance to end users.
• Diagnose and resolve hardware, software, and network issues on desktops, laptops, printers, and other workplace technology in a timely manner.
• Log, prioritise, and track incidents and service requests, ensuring clear communication with users throughout the issue resolution process.
• Escalate complex technical problems to the relevant teams, following incident management best practices and ensuring swift resolution.
• Support onboarding and offboarding of staff including user account and permissions management (Active Directory, Microsoft 365, etc.).
• Document all troubleshooting steps, procedures, and user guides to promote self-service and continuous service improvement.
• Maintain asset management records and assist with software/hardware deployment and lifecycle management.
• Promote and uphold information security standards and policies, supporting compliance with company procedures and external regulatory requirements.
• Participate in internal technology projects as required by leadership, contributing to advancement and optimisation of IT services.
• Deliver excellent customer service at all times, supporting users across multiple locations and time zones with empathy, professionalism, and integrity.

Essential Skills & Experience for IT Support and Service Desk Roles

• Technical experience working within a Service Desk or Helpdesk environment, ideally in a corporate or energy sector setting.
• Proficiency in supporting Microsoft Windows OS, Microsoft 365 suite, and common business applications.
• Strong troubleshooting skills for hardware, software, and basic networking issues.
• Clear, effective written and verbal communication skills; able to interact at all organisational levels and with a diverse stakeholder base.
• Analytical thinker with the ability to respond calmly and efficiently under pressure, managing multiple priorities.
• Demonstrable commitment to delivering high customer satisfaction and a proactive approach to service improvement.
• Awareness of and adherence to IT security, data privacy, and compliance standards.
• Experience working with ITSM tools and ticketing platforms.
• A positive, flexible attitude with openness to learning and supporting a global team, including occasional out-of-hours support.
• Ability to work independently as well as collaboratively within a team environment.

Preferred Qualifications For IT Service Desk Technical Analyst

• Relevant IT certifications (such as CompTIA A+, ITIL Foundation, Microsoft Certified – Fundamentals, etc.).
• Experience supporting virtual desktop and remote access technologies (VPN, Citrix, etc.).
• Knowledge of IT asset management and procurement processes.
• Prior support experience in the energy, engineering, or industrial sectors is advantageous.

Compliance and Security Responsibilities in an IT Role

• Read, understand, and comply at all times with Proserv's Business Ethics Policy and all associated policies, procedures, and directives.
• Promote and participate in a strong culture of health, safety, quality, and information security.
• Report incidents, vulnerabilities, and quality issues promptly, contributing constructively to investigations and resolution efforts.
• Champion continuous improvement and encourage open feedback and ideas for service optimisation.

Why Join Proserv – IT Careers and Growth Opportunities

• Be part of a global, innovative company that values inclusivity, integrity, and personal development.
• Engage in meaningful work supporting mission-critical technology for the energy industry.
• Access opportunities for skills growth, certification, and advancement within a supportive team environment.
• Collaborate with diverse colleagues and contribute to impactful projects that shape our digital future.

Proserv is committed to creating a safe, respectful, and inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences. If you thrive in a service-driven environment and embody our values, we want to hear from you.