Service Desk Analyst

Euromonitor International

. Act as the first point of contact for IT incidents and service requests .

Posted 9/25/2026full-timeVilnius • LithuaniaMid-LevelSenior💰 €2,333 - €2,667 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT support, including managing Microsoft 365 user administration, troubleshooting hardware and software issues, and maintaining accurate IT asset records. Proficient in delivering exceptional customer service and clear communication throughout the support process.

Highest-signal resume keywords

Microsoft 365 User AdministrationHalo ITSM PlatformHardware TroubleshootingITIL PrinciplesActive Directory Administration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT SupportService DeskTechnical SupportUser Account ManagementNetworking FundamentalsSoftware UpdatesSecurity PatchingDocumentationProcurement ManagementAI-Assisted Support Tools

Soft Skills

Strong Communication SkillsOrganizational SkillsTime ManagementProactive Problem-SolvingCustomer Service

Tools & Technologies

Microsoft IntuneEndpoint ManagementWindows 11Halo IT Ticketing SystemAudiovisual Equipment

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

Cyber Security ConceptsGlobal Organisation ExperienceEmerging Support Technologies

Tech Stack

Tools & technologies

Cyber SecurityITSM

About the role

Key responsibilities & impact

Act as the first point of contact for IT incidents and service requests
Manage and resolve support tickets through the Halo ITSM platform
Troubleshoot hardware, software, account access and connectivity issues
Deliver customer service and maintain clear communication throughout the support process
Escalate issues when additional support is required
Support employee onboarding and offboarding
Provision laptops, hardware, software and user accounts
Manage Microsoft 365 user administration and access permissions
Reset passwords and maintain user accounts
Maintain IT asset records and inventory
Build, configure and deploy laptops and equipment
Manage the lifecycle of IT hardware, including warranties, repairs, replacements and retirement
Monitor equipment stock levels and support procurement activities
Support Windows 11 devices and Microsoft 365 applications
Assist with Intune/Microsoft Endpoint Management administration
Troubleshoot networking and connectivity issues
Perform software updates, security patching and system maintenance
Support meeting room technology and audiovisual equipment
Create and maintain documentation and knowledge articles
Contribute ideas to improve processes and user experience
Participate in technology projects with Infrastructure and Cyber Security teams
Develop understanding of AI-assisted support tools and automation opportunities

Requirements

What you’ll need

Previous experience in an IT Support, Service Desk, Helpdesk or Technical Support role, including internships or placements
Experience supporting Microsoft 365 environments
Basic hardware troubleshooting and remote support experience
Experience managing or administering user accounts and access permissions
Strong written and verbal communication skills in English
Excellent organisation and time management skills
Proactive approach to problem-solving and customer service
Ability to document processes and maintain accurate records
Experience using Halo or another IT ticketing system (desirable)
Knowledge of Microsoft Intune / Endpoint Management (desirable)
Understanding of Active Directory administration (desirable)
Familiarity with ITIL principles or ITIL Foundation certification (desirable)
Basic understanding of cyber security concepts and best practices (desirable)
Knowledge of networking fundamentals (desirable)
Experience working in an international or global organisation (desirable)
Interest in AI, automation and emerging support technologies (desirable)
Procurement and vendor management experience (desirable)

Benefits

Comp & perks

Hybrid working, with a blend of office and home-based work
Private Health Insurance
Pension Plan
Paid Time Off
Training & Development
Performance Bonus
Wellbeing initiatives and employee support resources
Regular team events, social activities and company celebrations
Flexible hours and work-life balance
Two volunteering days a year in addition to holidays
Donation amount on joining to give to a charity of choice
Enhanced healthcare and pensions
Generous holiday allowances
Core Hours policy allowing flexible start and finish times
Extensive training and development opportunities
Opportunities for internal promotion and movement across departments