{"id":1894546,"url":"https://alion.io/job/bdo-solutions-service-desk-analyst-technology-outsourcing","title":"Service Desk Analyst- Technology Outsourcing","company":{"id":3898360,"name":"BDO Mauritius","domain":"bdo.mu","url":"https://alion.io/company/bdo-solutions","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Moka, Mauritius"],"countries":["MU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":6000,"max_usd":17500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1104},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Service Desk","optional":false}],"status":"closed","first_seen_at":"2026-09-21T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-10-22T08:01:05Z","board_verified":false,"closed_at":"2026-10-22T08:01:05Z","days_open":31,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":31},"description":"Job Purpose/Summary\nAs an IT Service Desk Analyst, you will be responsible to assist in the implementation and maintenance of ITSM processes, handle routine service requests and incidents, participate in documentation, knowledge base creation and collaborate with other IT teams for issue resolution.\n\nRoles and Responsibilities\n\nProvide support and management of incidents and service requests according to established IT Service Management (ITSM) processes and procedure.\nEnsure accurate recording of clients and incidents' details and troubleshooting progress.\nResolve incidents and service requests, sometimes using automated or standardized and documented resolution processes.\nEscalate incidents and service requests to higher support levels or specialist support teams in accordance with established ITSM processes and SLAs.\nIdentify potential issues and act on these in accordance with the established ITSM processes.\nServe as an escalation point for incidents and service requests raised as an application champion for an assigned suite of line of business services.\nMaintain a high degree of customer service for all support queries, take ownership of user problems and be proactive when dealing with user issue.\nAdhere to GDPR (General Data Protection Regulation) and Data Protection Act\nEnsure project reports and SLA& KPI (Key Performance Indicators) are updated.\nAdhere to all Risk & Compliance procedures in line with company and the client's expectations.\nInvolve in Incident Management, coordinating responses to incident reports, minimizing negative impacts and restoring service as quickly as possible.\n\nQualification & Experience\n\nHigher School Certificate\n0-1 year of experience in IT Support\nProfessional certifications in IT would be an advantage.\n\nSkills\nTechnical skills\n\nGood IT troubleshooting skills.\nKnowledge of Telephony System.\nConversant with Office 365 and MS Excel.\nGood analytical and strong problem-solving skills.\nGood time management skills.\nEagerness to learn new technologies, keeping up to date with industry trends.\n\nBehavioural competencies\n\nCustomer Focused and Quality Oriented \nGood organization and planning skills.\nAbility to manage time effectively. \nEffectively demonstrates teamwork, problem solving, demonstrates the ability to quickly acquire knowledge in the support of applications and services. \nGood communication (Written and Verbal) \nAbility to prioritize task.\n\nOther\n\nAbility to work on shift hours (24x7 on 3 shifts)","description_format":"text","description_chars":2479,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional 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