Job Summary
We are looking for a customer-focused Service Desk Analyst to deliver first-line technical support to internal users. The ideal candidate will handle IT service requests, incidents, and inquiries with professionalism and efficiency, ensuring high user satisfaction and minimal downtime.
Key Responsibilities
- Serve as the initial point of contact for IT support through phone, email, or chat.
- Log, categorize, and prioritize incidents and service requests using ITSM tools (e.g., ServiceNow, Remedy).
- Provide first-level support for hardware, software, email, VPN, and network-related issues.
- Troubleshoot common issues or escalate to Level 2/3 teams when needed.
- Monitor ticket queues and follow up on open requests to ensure timely resolution.
- Contribute to knowledge base articles and user documentation.
- Support onboarding and offboarding tasks (account setup, access provisioning, etc.).
Requirements
- Bachelor’s degree or diploma in IT, Computer Science, or related field.
- 1–3 years of experience in IT helpdesk, service desk, or tech support roles.
- Knowledge of ITIL processes (Incident, Request, Change Management).
- Familiarity with tools like ServiceNow, Zendesk, or Jira Service Management.
- Strong troubleshooting skills and customer service orientation.
- Excellent verbal and written communication skills.
Preferred Qualifications
- ITIL Foundation certification is a plus.
- Understanding of SLAs, KPIs, and service reporting metrics.
Benefits
- Exposure to enterprise IT environments and career growth pathways.
- Opportunities for ITIL and tech certifications.
- Supportive team culture and flexible working policies.