Service Desk Analyst

Role Overview

We are seeking a detail-oriented and proactive Service Desk Analyst to join our Lifetime Services team. The role focuses on first-line support activities, case management, user administration, and coordination with internal and external teams across a diverse client base. You will play a key role in ensuring efficient handling of support requests, maintaining service quality, and supporting ongoing service operations across multiple regions and clients.

• Perform case triage and assignment for incoming support requests
• Raise, update, cancel, and resolve cases on behalf of customers where required
• Carry out case updates based on input from Consultants or Service Delivery Managers
• Update both internal and client tools with relevant case information
• Support proposed case quality checks (e.g. case age, estimate approvals, exceeded estimates)

• Manage portal user creation
• Provide user access , including coordination with IT for license provisioning
• Deliver user administration services

• Monitor support mailbox and action requests accordingly
• Coordinate with internal IT teams and stakeholders where dependencies exist (e.g. licensing, access provisioning)
• Attend weekly, monthly and quarterly client reviews as required
• Attend internal team meetings and contribute to service updates and actions

• Strong understanding of incident and case management processes
• Ability to prioritize and handle multiple requests across varying workloads
• Excellent communication and stakeholder coordination skills
• High attention to detail and ability to follow structured processes
• Previous experience in a Service Desk / IT Support / Helpdesk role
• Experience with ticketing systems / support portals will be considered as an advantage
• Previous experience with CRM systems will be considered as an advantage

• Ability to support multi-region operations
• Flexible approach to workload based on incoming request volumes
• Security clearance eligibility
• Open for traveling to customer location, when needed

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