Service Desk Analyst

Job Summary:

Service Desk Analysts are managing one or more service desk channels. Acting as a point of contact to support service users and clients reporting issues, requesting information, access, or other services. Analysts respond to inquiries, and they evaluate and resolve issues relating to IT equipment and applications. They provide technical care for any aspect of the information systems unit, including system hardware, operating systems, applications, and networks.
Job Responsibilities:

• Systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems and interrogates database for potential solutions with a priority to complete incidents or requests by First Call Resolution
• Escalates complex or unresolved incidents by Swarming, to connect appropriate resources to the initial point of contact for seeing the issue through to resolution
• Records and tracks issues from the outset to the conclusion.
• During change, it acts systematically to respond to day-by-day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
• Responds to common requests for service by providing information to enable fulfillment. Promptly allocates unresolved calls as appropriate.
• Maintains records, informs users about the process, and advises relevant persons of actions taken.

Qualifications: (Knowledge, Skills, Experience)

• Knowledge of ticketing systems
• Understanding of SLAs, escalation procedures, and support workflows
• Strong verbal and written communication skills
• Ability to diagnose and resolve technical issues efficiently
• Team-oriented with the ability to work independently when required
• Experience supporting end users in a corporate or enterprise environment
• Exposure to shift work or on-call support is an advantage
• 1–3 years of experience in a Service Desk, Help Desk, or IT Support role (Open for Fresh Graduate)