Job Title: IT Service Desk Analyst

Location: Ankara, Turkey (Hybrid- *MUST be local –Onsite 3 days per week)

Pay Rate: TRY ₺75,000, ₺85,000, or ₺90,000 gross per month (Based on experience)

Duration: 6-month contract, with potential for extension

Schedule: Full-time, Monday–Friday, 9:00 a.m.–5:00 p.m. Turkey time. Occasional calls between 6:00–9:00 p.m. Turkey time)

Top 4 Must-Haves

1. macOS Support: Hands-on experience configuring, administering, and troubleshooting Mac devices.
2. Global End-User Support: Experience supporting end users in a global company or environment, in a predominantly Mac-based organization.
3. IT Support Experience: 2 years of experience in IT support, desktop support, or systems administration.
4. Strong written and verbal English communication skills : Customer Service & Communication, with the ability to support technical and non-technical users professionally.

About the Company

Founded in 2012 by two Stanford professors, our client’s mission is to provide anyone, anywhere access to world-class learning. Today, the company is a leading global online learning platform serving millions of learners and thousands of institutions worldwide.

About the Role

Our client is seeking a customer-focused IT Service Desk Analyst I to provide global end-user IT support in a predominantly Mac-based environment. The organization supports approximately 1,500 systems, consisting of approximately 95% Mac and 5% Windows and PAB devices.

This role will provide remote and onsite technical support, assist with new-hire onboarding, troubleshoot hardware and software issues, and help manage IT equipment and SaaS application access. The ideal candidate has hands-on macOS troubleshooting experience, has supported users in a global organization, and can communicate clearly with employees across different technical skill levels. The position will be based in Ankara, Turkey, with onsite attendance required 3 days per week. The analyst will work alongside local IT personnel and coordinate with global IT teams to resolve issues and maintain reliable service.

Key Responsibilities

• Provide global end-user IT support across a predominantly Mac-based environment, with limited Windows and PAB devices.
• Receive, prioritize, document, troubleshoot, route, and resolve IT support requests within established service levels and the scope of the role.
• Configure, maintain, and troubleshoot macOS devices, hardware, software, network connectivity, peripherals, and enterprise applications.
• Provide hands-on onsite support for laptops, monitors, printers, and audio/visual (AV) equipment.
• Conduct new-hire IT onboarding and orientation, helping employees access and use company systems, applications, and collaboration tools.
• Assist users with application configuration, account access, technical questions, and general IT tool familiarity.
• Support device management and administration using tools such as Jamf.
• Assist with identity and access management, user provisioning, and application access using Okta or comparable tools.
• Coordinate with Systems Administration, Network Administration, and other IT teams to escalate and resolve more complex issues.
• Assist with basic network troubleshooting and office technology issues, including printer setup and connectivity.
• Document technical solutions, maintain knowledge-based articles, and create support documentation to improve issue resolution and self-service.
• Identify recurring issues and recommend improvements to IT support processes and service quality.

Required Qualifications

• 2 years of experience in IT support, desktop support, or systems administration globally
• Hands-on macOS experience, including configuring devices and troubleshooting common hardware, software, and operating system issues.
• Experience supporting end users in a global company or environment.
• Strong written and verbal English communication skills required.
• Experience providing customer-focused technical support, weekly onboarding, and orientation for non-technical employees.
• Familiarity ticketing system, such as ServiceNow, Jira Service Management (JSM), or a comparable platform.
• Familiarity with Jamf or similar and Mac administration.
• Familiarity with Okta or a comparable identity and access management solution, with the ability to learn new technologies quickly.
• Familiarity with enterprise collaboration and productivity applications, including Google Workspace, Slack, and Zoom.
• Basic networking knowledge and the ability to assist with common connectivity and printer-related issues.
• Ability to manage multiple requests, recognize when escalation is needed, and collaborate with global IT teams.
• Ability to work onsite in Ankara 3 days per week and participate in occasional evening calls.
• Ability to safely handle and move IT equipment, including laptops, monitors, printers, and AV peripherals, as required.
• Basic to intermediate systems and network troubleshooting skills.

Soft Skills & Core Competencies

• Customer Service: Patient, approachable, responsive, and committed to a positive end-user experience.
• Communication: Clear and professional written and verbal English communication with global stakeholders.
• Troubleshooting: Able to investigate technical issues, identify potential causes, and resolve problems within the scope of the role.
• Organization: Able to prioritize multiple requests, maintain accurate documentation, and follow through on outstanding issues.
• Adaptability: Comfortable learning new systems, tools, and processes.
• Collaboration: Works effectively with local IT colleagues and globally distributed technical teams.
• Initiative: Able to work independently while recognizing when an issue requires escalation.

TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.