IT Service Desk Analyst

At CloudFactory, we are a mission-driven team passionate about unlocking the potential of AI to transform the world. By combining advanced technology with a global network of talented people, we make unusable data usable, driving real-world impact at scale.

More than just a workplace, we’re a global community founded on strong relationships and the belief that meaningful work transforms lives. Our commitment to earning, learning, and serving fuels everything we do as we strive to connect one million people to meaningful work and build leaders worth following.

Our Culture

At CloudFactory, we believe in building a workplace where everyone feels empowered, valued, and inspired to bring their authentic selves to work. We are:

• Mission-Driven: We focus on creating economic and social impact.
• People-Centric: We care deeply about our team’s growth, well-being, and sense of belonging.
• Innovative: We embrace change and find better ways to do things together.
• Globally Connected: We foster collaboration between diverse cultures and perspectives.

If you’re passionate about innovation, collaboration, and making a real impact, we’d love to have you on board!

Role Summary

As an IT Service Desk Analyst, you will provide first-line support for IT service requests and incidents, helping ensure colleagues have the tools and access they need to do their work. You will follow established procedures to resolve routine issues, escalate more complex problems to senior team members, and maintain accurate records of requests and resolutions. This is a great entry point to build foundational IT support experience within a mission-driven, fast-scaling organization.

Responsibilities:

Customer and end-user support

• Respond to common requests for IT support by providing information to enable resolution.
• Promptly allocate unresolved requests to the appropriate team as needed.
• Maintain accurate records, keep users informed of progress, and advise relevant colleagues of actions taken.

Incident management

• Provide first-line investigation of reported incidents, gathering information to enable resolution.
• Allocate incidents appropriately and advise relevant persons of actions taken.

Application support

• Follow agreed procedures to identify and resolve issues with applications.
• Use application management software and tools to collect agreed performance statistics.
• Carry out agreed application maintenance tasks.

Service level monitoring

• Monitor and log the service provided against service level agreements.

Conflict resolution

• Assist in basic conflict resolution tasks, such as identifying issues and escalating them to the appropriate channels to support a positive working environment.

Team collaboration and communication

• Maintain sufficient oral and written communication skills for effective engagement with colleagues and internal users.
• Have some external contact with customers, suppliers, and partners, and remain aware of the need to collaborate with the team and represent user needs.
• Actively participate in team meetings, share ideas, and provide constructive feedback.
• Maintain clear and timely communication with team members and managers, meeting deadlines and quality standards.

Requirements

Must-have skills (required)

• Customer service support: able to respond to common IT service requests by providing information to enable resolution, and maintain accurate records of actions taken.
• Incident handling: able to provide first-line investigation of incidents, gather relevant information, and escalate appropriately.
• Application support basics: able to follow agreed procedures to identify and resolve routine application issues, and carry out agreed maintenance tasks.
• Communication skills: sufficient oral and written communication skills for effective engagement with colleagues and internal users.
• Problem-solving: may require assistance in resolving unexpected problems, but can contribute to routine issue resolution.
• Team collaboration: aware of the need to collaborate with the team and represent user needs, with some external contact with customers, suppliers, or partners.
• Attention to detail: able to maintain accurate records and documentation of service requests, incidents, and actions taken.

Academic and professional requirements

• Diploma or bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• 1-2 years of experience in an IT support, service desk, or administration role.

Nice-to-have skills (preferred)

• Familiarity with ticketing or service management tools (e.g., Jira Service Management, ServiceNow).
• Basic understanding of ITIL concepts and incident management processes.
• Exposure to Google Workspace or similar productivity and collaboration tools.

Benefits

• Great Mission and Culture
• Meaningful Work
• Market competitive salary
• Quarterly variable compensation
• Hybrid Working Model
• Comprehensive medical cover
• Group life insurance
• Personal development and growth opportunities

At CloudFactory, we believe that work should be more than just a job-it should be a platform for growth, impact, and community. Here, you’ll earn with purpose, learn every day, and serve a mission that truly matters. If you're looking for a career where you can develop professionally, contribute meaningfully, and be part of a global movement, we’d love to have you on this journey!

Join us today and be part of our mission to connect people and technology for a better world! Apply now and bring your whole, authentic self to work-we can’t wait to meet you!