Junior Service Support Analyst

Role Description

The Junior Service Support Analyst is a key part of Airswift’s global Service Desk, providing structured, customer focused IT support aligned to ITIL practices. The role supports end users through effective incident management, request fulfilment, and access control while ensuring compliance with security, audit, and service management standards.  

This position is for on-site work at our Houston office. 

Principle Accountabilities:

• Provide consistent, high quality first and second line support through the Service Desk, ensuring incidents and requests are logged, categorised, prioritised, and resolved in line with agreed service levels.
• Own incidents and requests through to resolution, including clear communication, timely updates, and appropriate escalation where required.
• Deliver request fulfilment and access management using defined, auditable processes, supporting joiners, movers, and leavers in line with security and compliance requirements.
• Contribute to problem management by identifying recurring issues, providing quality diagnostic information, and supporting root cause analysis activities.
• Support senior engineers on project delivery activities, including assisting with technical tasks, knowledge transfer, and the controlled transition of in-flight project work into business-as-usual support.
• Maintain accurate service records, documentation, and asset data to support reporting, audit, and continual service improvement.
• Operate in line with ITIL aligned processes including Incident, Request, Problem, Change enablement, and Knowledge Management.
• Support major incidents and service disruptions by following agreed procedures and contributing to post incident reviews where required.
• Support security incident response by promptly triaging alerts, preserving evidence, and escalating in line with agreed procedures to ensure timely containment, communication, and resolution.
• Maintain and update software repositories, ensuring applications, versions, and dependencies are accurately recorded and supporting effective vulnerability management through timely patching and remediation activities.
• Create, maintain, and continuously improve clear and effective technical and service documentation, ensuring knowledge is accessible, accurate, and supports consistent service delivery.
• Carry out other reasonable requests from management that contribute to the continual improvement of the individual, the Service Desk, and the wider organisation.

Skills, Knowledge, and Experience:

• Experience working in a structured IT Service Desk or support environment.
• Working knowledge of ITIL based service management practices, with practical experience of incident and request handling.
• Experience using service management tooling for ticket handling, knowledge articles, and asset tracking.
• Strong understanding of user access management, including onboarding and offboarding controls.
• Familiarity with Microsoft 365 services, identity management, and end user device support.
• Awareness of information security and compliance requirements, including ISO27001 aligned controls.
• Ability to communicate clearly with both technical and non-technical users.
• Strong organisational skills with the ability to manage multiple priorities effectively.

What we can offer you!

• Attractive monthly base salary + competitive commission/performance bonus.
• Genuine career progression opportunities, either locally or globally!
• World-class training programmes and development opportunities.
• Team driven environment, supportive culture with a focus on work-life balance.
• Career breaks available after one year.
• Real time recognition through our employee reward platform.
• Mental Health First Aiders to signpost you to support when you need it.
• Yearly destination trips as part of our High Flyers program (Dubai, Buenos Aires, etc…)
• Charity days for various important causes such as Relay for Life and Earth Day.

Our Core Values:

• Growth - In life and business, one must grow to flourish and achieve high ambitions. Growthrequires change, challenge, risk and sacrifice - we will always choose growth.
• Life – Above all else, we value life. The quality of life, both in and outside of work, profoundly influences our well-being and our impact on the world.
• Excellence - We deliver, holding ourselves accountable for results. Our customers see excellence in everything we do.
• Integrity - We are ethical, open, honest and authentic. People trust us to do the right thing for the right reason.