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. • 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.