Junior Support Analyst - Service Desk

About the role

Comtrade System Integration, a system integrator founded in 2001 and part of the Comtrade Group, is hiring a Service Desk Analyst to provide first-line IT support to users at Queen Mary University of London. The role is office-based in Belgrade within a 24/7 support operation, covering day, evening and night shifts as well as weekends.

Key responsibilities

• Provide first-line technical support to users by phone, email and a ticketing system
• Log, categorize and prioritize IT requests and incidents
• Support Microsoft Office 365 applications and other IT services
• Monitor incident status and communicate with users until resolution
• Escalate complex incidents to higher-level support when needed
• Maintain accurate records of incidents, troubleshooting steps and resolutions
• Deliver customer support in English and follow established procedures and service delivery standards

Required profile

• Degree or ongoing studies in Information Technology, Computer Science, Information Systems or a related field
• Excellent written and spoken English, with strong communication and interpersonal skills
• Customer-oriented, able to troubleshoot and resolve problems
• Attention to detail, responsibility and ability to prioritize tasks
• Willingness to work shifts including nights and weekends, and to work on-site in Belgrade

Required skills

• Basic knowledge of Windows operating systems
• Basic knowledge of Microsoft Office 365
• Basic knowledge of computer hardware, peripherals and networking concepts

What we offer

• Professional development in IT support
• An international project for Queen Mary University of London
• Hands-on experience with enterprise IT infrastructure and modern Service Desk processes
• Collaboration with experienced IT professionals in an international environment