Service Desk Analyst

About the role

We are looking for a customer‑focused Service Desk Analyst to join our global Technology Services team in Vilnius. You will be the first point of contact for colleagues worldwide, providing the technology, support and resources they need to work effectively.

Key responsibilities

• Act as the first point of contact for IT incidents and service requests, managing tickets via Halo ITSM.
• Troubleshoot hardware, software, account access and connectivity issues for global users.
• Support onboarding and off‑boarding, provisioning laptops, software and Microsoft 365 accounts.
• Maintain accurate IT asset records, build and deploy equipment, and manage hardware lifecycle.
• Provide Windows 11 and Microsoft 365 support, including Intune and endpoint management.
• Assist with networking, meeting‑room AV technology and perform system updates and security patching.
• Document processes, create knowledge articles and contribute to continuous‑improvement projects.

Required profile

• Previous experience in an IT Support, Service Desk or Helpdesk role.
• Experience supporting Microsoft 365 environments and basic hardware troubleshooting.
• Strong written and verbal communication in English.
• Proactive problem‑solving attitude and good organisational skills.
• Ability to document processes and maintain accurate records.

Required skills

• Microsoft 365 administration
• Windows 11 support
• Intune / Microsoft Endpoint Management
• Halo ITSM (or similar ticketing system)
• Active Directory user management
• ITIL principles
• Networking fundamentals
• Basic cyber‑security concepts

What we offer

• Salary €2,333‑€2,667 per month
• Hybrid working (office and home‑based)
• Private health insurance and pension plan
• Paid time off and performance bonus
• Training & development programmes
• Wellbeing initiatives and regular team events
• Opportunity to work in a global, multicultural environment