Service Desk Analyst

Key Responsibilities

• Manage L1 and L1.5 incidents and service requests from intake to resolution.
• Provide first-contact resolution for end-user issues where possible.
• Act as SPOC for service desk activities including incidents, problems, and requests.
• Receive, prioritize, document, and resolve support tickets.
• Perform ticket triage and escalation per SLA guidelines.
• Track, monitor, and close tickets within SLA timelines.
• Support issues related to:
  • Password resets
  • MS Office
  • Windows OS
  • Basic desktop support
• Use ITSM tools (e.g., Service Now) for ticket management.
• Ensure a positive end-user experience through effective communication and resolution.
• Participate in process improvement and support assigned projects.
• Work independently and in a fast-paced team environment; support multiple locations/shifts as needed.

• Bachelor’s degree in IT, Computer Science, Business, or related field
• Minimum 1 year experience in:
  • Service desk / IT support / technical help desk
  • Systems analysis, IT operations, or data coordination
  • Familiarity with IT systems and service management tools

• Service Now or similar ITSM tools
• Windows OS and MS Office troubleshooting
• Strong communication and customer service skills
• Ability to work in SLA-driven environments
• Basic IT infrastructure understanding