IT Service Desk Analyst

About the role

In this role, you will serve as the primary point of contact for users experiencing technology issues, ensuring a consistent and high-quality support experience. You will manage the full lifecycle of service requests and incidents, from initial logging through to final resolution and closure. This position requires a proactive mindset, where you not only react to issues but also identify patterns that lead to systemic improvements. You will act as a bridge between the end users and the complex technology infrastructure, translating user problems into actionable technical steps. Success in this role means maintaining calm and clear communication even during high-pressure situations. You will leverage your knowledge of tools and processes to provide accurate information and realistic expectations to stakeholders. Ultimately, you own the user experience by ensuring that every interaction adds value and moves the issue toward a definitive solution.

Key facts

What you'll do

Investigate and resolve complex user queries through phone and email channels, providing first line technical support around the clock.

Log, categorize, prioritize, and assign all service incidents and requests within the ITSM platform to maintain accurate records and workflow integrity.

Monitor the health of the service desk queue and escalate incidents to specialized teams or external vendors based on technical scope or severity.

Coordinate closely with internal technology teams and external vendors to diagnose issues, test fixes, and restore services efficiently.

Test implemented fixes and workarounds to confirm resolution and document precise steps for future reference and knowledge base articles.

Analyze recurring issues and suggest process tweaks to streamline intake procedures, reduce build times, and improve review accuracy.

Partner with internal groups to define and align on support standards, track key performance indicators, and drive continuous improvement initiatives.

Conduct interaction reviews to assess support quality, ensuring compliance with firm standards and coaching peers toward better outcomes.

Utilize advanced knowledge of the technology, media, and telecoms sectors to provide contextually aware support to a diverse client base.

Leverage proficiency with ServiceNow, Jira, MS365, Teams, and Active Directory to manage user requests and maintain system hygiene.

Support the firm's global operations by contributing to technology transformation, data security, resilience, and sustainability goals.

Assist in the adoption of modern cloud-based platforms and services that enable Baringa's growth and expansion into new markets.

Help strengthen the firm's operational excellence by maintaining accurate documentation and promoting a culture of knowledge sharing.

Act as a collaborative team member who embodies the firm's values of kindness, curiosity, and deep care for client success.

Requirements

You must hold the necessary permission to work in Bulgaria and fully comply with Baringa standards for this role.

You must possess a minimum of three years of experience in service desk or technical support roles handling complex user requests.

Fluency in English, encompassing both written and spoken communication, is essential for effective interaction with clients and teams.

You must demonstrate experience with ITSM tools, including logging, categorizing, and monitoring ticket health to ensure service level adherence.

An understanding of technology services, basic networking concepts, and system monitoring principles is required to perform the duties of this role.

You must be able to manage multiple priorities in a fast-paced environment while maintaining attention to detail and accuracy.

You must have the right to work in the European Union or meet the specific eligibility criteria set by Baringa for this position.

Nice to have

Previous experience in consulting or professional services environments is advantageous for understanding client expectations.

Knowledge of the technology, media, and telecoms sectors provides context that enhances your ability to support specialized clients.

Practical notes

This is a full-time position based in Sofia, Bulgaria, with standard working hours.

Please refer to the official apply page to