Service Desk Analyst

Responsibilities

• Answer user calls, emails, and tickets to provide first-line technical support.
• Troubleshoot technical issues using company guidelines, procedures, and methodology.
• Manage and update incidents and service requests to ensure Service Level Agreements (SLAs) are met.
• Take ownership of issues from initial contact through to successful resolution.
• Escalate complex events, incidents, or service disruptions to appropriate teams or third-party contractors.
• Assist with deployments and testing, providing feedback and physical intervention when necessary.

Requirements

• Minimum 1 year of experience in a similar technical support role.
• Experience or formal qualification in desktop PC hardware troubleshooting.
• Working knowledge of Microsoft Windows, including both server and desktop environments.
• Proven experience using ticketing and knowledge base systems.
• Full English proficiency with exceptional communication skills.
• Ability to work in a fast-paced environment, both independently and as part of a team.
• Willingness to work on-call rotations and various shifts.
• Ability to determine the correct level of urgency and impact for incidents and requests.

About the Company

Henley & Partners is the global leader in residence and citizenship planning. As a premier advisory firm, we help high-net-worth individuals and governments navigate the complex landscape of investment migration. With over 40 offices worldwide, we foster a multicultural and inclusive workplace dedicated to helping our clients secure a brighter future through global mobility.