Service Desk Analyst

About Euromonitor

Euromonitor International is a global leader in data analytics and market research, providing actionable insights into industries, economies, and consumers. Our products empower organisations to make strategic decisions with confidence, leveraging our expertise across 210 countries and jurisdictions.

About the Role

We're looking for a customer-focused Service Desk Analyst to join our global Technology Services team in Vilnius. This is an excellent opportunity for someone looking to build a long-term career in IT Support, Infrastructure, Cyber Security or Networking. As the first point of contact for our colleagues around the world, you'll play a key role in ensuring our people have the technology, support and resources they need to work effectively.

This is far more than a traditional Level 1 Service Desk position. You'll gain exposure to infrastructure, cyber security, vendor management, procurement, meeting room technology and continuous improvement initiatives, while working alongside experienced technology professionals across multiple regions.

Role and Responsibilities

Service Desk & User Support

• 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 excellent customer service and maintain clear communication throughout the support process.
• Escalate issues appropriately when additional support is required.

User Administration & On-boarding

• Support the onboarding and offboarding of employees.
• Provision laptops, hardware, software and user accounts.
• Manage Microsoft 365 user administration and access permissions.
• Reset passwords, maintain user accounts and ensure appropriate access controls are in place.

Device & Asset Management

• Maintain accurate IT asset records and inventory.
• Build, configure and deploy laptops and equipment for new starters.
• Manage the lifecycle of IT hardware, including warranties, repairs, replacements and retirement.
• Monitor equipment stock levels and support procurement activities when required.

Technical Support & Maintenance

• 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 activities.
• Support meeting room technology and audiovisual equipment.

Continuous Improvement

• Create and maintain clear documentation and knowledge articles.
• Contribute ideas to improve processes and user experience.
• Participate in technology projects alongside Infrastructure and Cyber Security teams.
• Develop an understanding of AI-assisted support tools and automation opportunities.

Requirements

• 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.
• A proactive approach to problem-solving and customer service.
• Ability to document processes and maintain accurate records.

  Desirable

• Experience using Halo or another IT ticketing system
• Knowledge of Microsoft Intune / Endpoint Management.
• Understanding of Active Directory administration.
• Familiarity with ITIL principles or ITIL Foundation certification.
• Basic understanding of cyber security concepts and best practices.
• Knowledge of networking fundamentals.
• Experience working in an international or global organisation.
• Interest in AI, automation and emerging support technologies.
• Procurement and vendor management experience.

Benefits

• Salary: EUR 28,000 - EUR 32,000
• Hybrid working, with a blend of office and home-based work
• Flexible working hours to support work-life balance
• Additional annual leave entitlement based on length of service
• Private health insurance
• Life insurance
• Annual performance and salary reviews
• Learning and development opportunities, including access to LinkedIn Learning
• Ongoing technical and professional training
• Global career development opportunities across our international offices
• Employee Assistance Programme (EAP)
• Wellbeing initiatives and employee support resources
• Regular team events, social activities and company celebrations
• Opportunity to work in a truly global environment with colleagues across Europe, North America, Asia Pacific and the Middle East

Why work for Euromonitor?

Our Values:

• We seek individuals who act with integrity
• We look for candidates who are curious about the world
• We feel that as a community, we’re stronger together
• We seek to enable people to feel empowered
• We welcome candidates who bring strength in diversity

International: not only do we have a very multinational workforce in each office but we communicate across our 16 offices worldwide on a daily basis.

Hardworking and sociable: our staff know how to work hard and know also how to enjoy themselves! We pride ourselves on creating an appropriate work-life balance, with flexible hours and regular socialising including frequent after work meet ups, summer and Christmas parties and a whole range of other groups to be involved with.

Committed to making a difference: We believe that people are looking for something worthwhile in a company beyond the workplace. Our extensive Corporate Social Responsibility Programme gives each member of staff two volunteering days a year in addition to holidays. It gives all new starters a donation amount on joining us which they can give to a charity of their choice.

It sees us reaching out into the local community with our mentoring, group volunteering, and fundraising initiatives as well as supporting international charities through our website sales, matching staff sponsorship fundraising, and carbon offsetting all our flights.

Excellent benefits: we offer competitive salaries, enhanced healthcare and pensions, plus generous holiday allowances, hybrid working and, in many offices, a Core Hours policy allowing flexible start and finish times to each day.

Opportunities to grow: we offer extensive training and development opportunities at all levels. The vast majority of our Managers and Directors have been promoted from within and many have moved across departments as well as upwards. We pride ourselves on identifying and rewarding talent.

Equal Employment Opportunity Statement: Euromonitor International does not discriminate in employment on the basis of race, colour, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability and genetic information, age, membership in an employee organization, or other non-merit factor.