Service Desk Analyst

Requirements

• Exposure to a ticketing system for example ServiceNow and Remedy.
• Act as the first point of contact for users reporting IT issues or requesting services.
• Log, categorize and prioritize incidents and service requests in the ITSM tools.
• Expertise in Troubleshooting and resolving technical issues related to hardware, software, networks and user accounts.
• Escalate complex or unresolved issues to appropriate support tiers following defined escalation paths.
• Provide remote support using remote access tools and follow documented procedures and knowledge base articles.
• Ensure accurate documentation of all user interactions and solutions provided.
• Following ITIL-aligned processes such as Incident Management, Request Fulfilment and Access Management.
• Maintaining awareness of service desk procedures, SLAs and support protocols.
• Participate in shift-based rotations to ensure 24×7 coverage where required.
• Providing excellent customer service and maintain a high level of user satisfaction.
• Assist in identifying recurring issues and contribute to knowledge base updates.
• Experience supporting end-users remotely in a fast-paced environment.
• Equivalent work experience may be considered in lieu of formal education.
• Basic to intermediate knowledge of Windows/Mac OS, MS Office Suite, email clients, printers, and networking fundamentals.
• Ability to multitask and handle a high volume of support requests.
• Customer-focused attitude with a calm and patient demeanor.