Service Desk Analyst

About the role

Euromonitor is seeking a customer‑focused Service Desk Analyst to join its global Technology Services team in Vilnius. You will be the first point of contact for IT incidents and service requests, supporting colleagues worldwide and gaining exposure to infrastructure, cyber security, and continuous improvement initiatives.

Key responsibilities

• Act as the first point of contact for IT incidents and service requests, managing tickets via the Halo ITSM platform.
• Troubleshoot hardware, software, account access and connectivity issues, and provide excellent customer service throughout the support process.
• Support onboarding and off‑boarding, provision laptops, software and Microsoft 365 accounts, and manage password resets and access permissions.
• Maintain accurate IT asset records, build and deploy laptops, and oversee the hardware lifecycle including warranties and repairs.
• Support Windows 11 devices, Microsoft 365 applications, Intune/Microsoft Endpoint Management, networking issues, and meeting‑room AV equipment.
• Create documentation, contribute process‑improvement ideas, and participate in technology projects with Infrastructure and Cyber Security teams.

Required profile

• Previous experience in an IT Support, Service Desk, Helpdesk or Technical Support role (including internships or placements).
• Experience supporting Microsoft 365 environments and basic hardware troubleshooting.
• Strong written and verbal communication skills in English and good organisational abilities.
• Proactive problem‑solving attitude and ability to document processes accurately.

Required skills

• Microsoft 365 administration
• Windows 11
• Intune / Microsoft Endpoint Management
• Halo or other IT ticketing system
• Active Directory basics
• 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, pension plan, paid time off
• Training & development, performance bonus
• Wellbeing initiatives and regular team events
• Global work environment across Europe, North America, APAC and the Middle East