Maples Group is hiring a Service Desk Analyst

Maples Group is looking for a proactive Service Desk Analyst to join our global IT support team. In this role, you will act as the primary point of contact for IT-related issues, providing remote support within a follow-the-sun model to drive first contact resolution. Reporting to the Global Services Desk Manager, you will bring a customer-centric approach to troubleshooting and problem-solving.

What You'll Do

• Provide high-quality remote support via phone and email as part of a larger Global IT support team.
• Troubleshoot, diagnose, and resolve issues with MS Office 2016, Outlook, Citrix desktops, Windows 10/11, and bespoke applications.
• Manage mobile devices and virtualized desktop environments.
• Take ownership of Incidents, set and meet user expectations, and communicate frequently throughout the resolution lifecycle.
• Ensure all Incidents are fully documented in our call logging tool, ServiceNow, and resolved within agreed service levels.
• Perform queue management and take prompt action where necessary.
• Produce and maintain knowledge articles related to IT systems, processes, and Incident resolutions.
• Identify and flag reoccurring Incidents by logging them as Problem records and liaising with the Problem Manager.
• Adhere to Service Desk best practices with a customer-first approach.
• Actively review working practices and recommend effective improvements against current service levels.
• Contribute to building an effective Global Service Desk Team by participating in meetings, developing relationships, and suggesting service improvements.

What We're Looking For

• Proven experience providing remote IT support in a professional environment.
• Strong troubleshooting skills for desktop applications and operating systems.
• Experience with call logging and incident management systems.
• Excellent communication skills and a proactive, customer-centric attitude.
• Ability to work effectively as part of a global team.

Technical Stack

• MS Office 2016
• Outlook
• Citrix desktops
• Windows 10/11
• ServiceNow

Team & Environment

You will be part of a larger Global IT support team, reporting to the Global Services Desk Manager. Our culture is merit-based, with a commitment to diversity, inclusion, and equality of opportunity, and our team members are collaborative and conscientious.

Work Mode

This is a local, in-country position based in the Cayman Islands.

Maples Group is committed to diversity, inclusion, and equality of opportunity.