Service Desk Analyst – Bursa

About the Role

We are looking for a Service Desk Analyst to join our IT Operations team in Bursa. This role is ideal for professionals with 1–3 years of experience in Help Desk or Service Desk environments who are passionate about providing high-quality technical support and ensuring an excellent user experience.

What You'll Do

• Respond to incoming user requests via phone, email, and ticketing systems.
• Create and manage incident records using ServiceNow or similar ticketing tools.
• Provide first-level technical support for hardware, software, and user-related issues.
• Troubleshoot and resolve common IT incidents or escalate them to the appropriate support teams.
• Manage critical incidents and ensure timely communication with stakeholders.
• Maintain accurate ticket documentation in line with ITIL best practices.
• Guide end users through technical issues and provide effective solutions.
• Contribute to continuous improvement of Service Desk processes and documentation.

What We're Looking For

• Bachelor's degree in Computer Engineering, Information Technologies, or a related field.
• 1–3 years of experience in Help Desk or Service Desk roles.
• Experience supporting Windows Operating Systems and Microsoft Office applications.
• Basic knowledge of networking concepts.
• Experience with ServiceNow or similar ITSM/ticketing platforms.
• Familiarity with ITIL principles and Incident Management.
• Ability to read and understand technical documentation in English.
• Strong communication, customer service, and problem-solving skills.

Success Profile

✔ Help Desk / Service Desk Support

✔ First-Level Technical Support

✔ ServiceNow or ITSM Tools

✔ Windows OS \& Microsoft Office

✔ Basic Networking Knowledge

✔ ITIL Awareness

✔ Incident Management

✔ Strong Customer Communication

If you're passionate about IT support, customer service, and delivering excellent user experiences, we'd love to hear from you.

Amaris is proud to be an equal-opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.

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Who are we?

Amaris Consulting is an independent technology consulting firm providing guidance and solutions to businesses. With more than 1000 clients across the globe, we have been rolling out solutions in major projects for over a decade – this is made possible by an international team of 7,600 people spread across 5 continents and more than 60 countries. Our solutions focus on four different Business Lines: Information System \& Digital, Telecom, Life Sciences and Engineering. We’re focused on building and nurturing a top talent community where all our team members can achieve their full potential. Amaris is your steppingstone to cross rivers of change, meet challenges and achieve all your projects with success.

At Amaris, we strive to provide our candidates with the best possible recruitment experience. We like to get to know our candidates, challenge them, and be able to give them proper feedback as quickly as possible. Here's what our recruitment process looks like:

Brief Call: Our process typically begins with a brief virtual/phone conversation to get to know you! The objective? Learn about you, understand your motivations, and make sure we have the right job for you!

Interviews (the average number of interviews is 3 - the number may vary depending on the level of seniority required for the position). During the interviews, you will meet people from our team: your line manager of course, but also other people related to your future role. We will talk in depth about you, your experience, and skills, but also about the position and what will be expected of you. Of course, you will also get to know Amaris: our culture, our roots, our teams, and your career opportunities!

Case study: Depending on the position, we may ask you to take a test. This could be a role play, a technical assessment, a problem-solving scenario, etc.

As you know, every person is different and so is every role in a company. That is why we have to adapt accordingly, and the process may differ slightly at times. However, please know that we always put ourselves in the candidate's shoes to ensure they have the best possible experience.

We look forward to meeting you!