Service Desk Analyst

Job Summary:

The Service Desk Analyst is responsible for providing the first level of IT support by serving as the initial point of contact for users reporting incidents or requesting services. The role focuses on incident intake, ticket logging, request routing, user communication, and escalation management to ensure timely resolution and a positive customer experience. The analyst plays a critical role in maintaining service continuity by coordinating with support teams and keeping users informed throughout the incident lifecycle.

• Act as the first point of contact for users reporting IT incidents, service requests, and support inquiries.
• Log, categorize, prioritize, and assign incidents and requests in the IT Service Management (ITSM) tool.
• Gather relevant information from users to accurately diagnose and route issues.
• Provide first-level support and resolve routine issues using documented procedures and knowledge articles.
• Route incidents and service requests to appropriate support teams based on established processes.
• Monitor incident and request queues to ensure timely handling and resolution.
• Communicate ticket status, updates, and resolution details to users and stakeholders.
• Escalate unresolved or high-priority incidents in accordance with defined escalation procedures.
• Support major incident management processes by providing timely updates and coordination.
• Maintain accurate records of incidents, requests, resolutions, and user interactions.
• Follow Service Desk procedures, operational guidelines, and SLA requirements.
• Assist in creating and updating knowledge base articles and support documentation.
• Participate in shift handovers and ensure continuity of support activities.
• Identify recurring issues and identify trends for problem management and service improvement initiatives.

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field.
• 1-3 years of experience in a Service Desk, Help Desk, Technical Support, or IT Operations role.
• Experience handling incident management and service request processes in an SLA-driven environment.
• Familiarity with ITSM and ticketing tools such as Service Now, Remedy, Jira Service Management, or equivalent.
• Basic understanding of IT infrastructure, applications, networks, and end-user support concepts.
• Strong communication, customer service, and interpersonal skills.
• Ability to prioritize tasks and manage multiple tickets in a fast-paced environment.
• Good analytical, troubleshooting, and problem-solving skills.
• Ability to work in rotational shifts and support business-critical operations where required.
• Familiarity with Incident, Request, Problem, and Escalation Management processes.