Service Desk Analyst (Hybrid, Malaga)

About the role

We are looking for a Service Desk Analyst to join a leading IT services provider in Malaga. The role is hybrid, with two days a week in the office, and involves providing frontline support through tickets, email and chat while ensuring issues are resolved before they become complaints.

Key responsibilities

• Triaging and resolving standard and moderately complex end‑user incidents.
• Managing your own queue against SLAs and coordinating with resolver groups.
• Monitoring system alerts to identify early warning signs and prevent incidents.
• Escalating issues when necessary and closing the loop with users.
• Working across morning, late and weekend shifts as required.

Required profile

• Previous experience in an IT support or service desk role.
• Solid understanding of end‑user technology, common applications, identity and access concepts.
• Proactive, adaptable and strong communication skills.
• Ability to work independently while delivering high‑quality customer service.

Required skills

• DNS
• Active Directory
• Basic database knowledge

What we offer

• Hybrid working model (2 days onsite).
• Permanent contract.
• Salary range €30,000 – €36,000 per year.