Service Desk Analyst

We are seeking a highly experienced Service Desk Analyst to provide first-level IT support and ensure efficient service delivery across the organization.

The ideal candidate will have strong ITIL knowledge, hands-on service desk experience, and excellent communication skills.

This role involves managing user inquiries, resolving technical issues, and escalating complex problems to higher support levels while maintaining high levels of end-user satisfaction.

• Manage user inquiries via chat, phone, and self-service tickets, providing timely and effective IT support.
• Troubleshoot and resolve basic technical issues using Standard Operating Procedures (SOPs).
• Log and track incidents in Service Now, ensuring accurate documentation and timely updates.
• Escalate unresolved issues to Level 2 or Level 3 support teams as needed.
• Perform password resets, account unlocks, and access provisioning for Private Banking users.
• Provide general IT guidance and respond to “how-to” questions from end users.
• Ensure efficient service delivery by resolving issues at the first level and contributing technical solutions to the knowledge base.
• Maintain communication with end users regarding ticket status and resolution timelines.
• Support IT service management processes in alignment with ITIL best practices.

• 9+ years of experience in IT service desk or technical support roles.
• Strong knowledge of ITIL frameworks and service management principles.
• Proficiency in using Service Now or similar ITSM tools.
• Experience in troubleshooting and resolving technical issues in a structured support environment.
• Ability to manage multiple support channels (chat, phone, ticketing systems).
• Excellent verbal and written communication skills.
• Strong customer service orientation and problem-solving abilities.

• Experience supporting users in financial or regulated environments.
• Familiarity with access provisioning and identity management processes.
• Exposure to Private Banking IT systems and protocols.

• ITIL Foundation Certification (preferred)