Service Desk Analyst

Service Desk Analyst

Do you enjoy solving technical issues and helping users get back to work quickly?

Do you feel comfortable working with tickets, prioritizing incidents, and providing remote support?

Are you motivated by delivering high-quality service and meeting operational metrics in a structured environment?

If so, this could be the role for you.

We are seeking a Service Desk Analyst to join our Service Desk team. In this role, you will provide first-level technical support to users across different locations, ensuring timely resolution of incidents and an excellent end-user experience within a Managed Operations model.

What you'll do

• Provide first-level technical support for incidents and service requests via phone, email, and ITSM tools.
• Log, classify, prioritize, and manage tickets in accordance with established SLAs.
• Diagnose and resolve hardware, software, application, and access-related issues, escalating when necessary.
• Monitor, follow up, and close tickets while maintaining clear communication with users.
• Deliver remote support, document solutions in the knowledge base, and meet Service Desk quality and productivity targets.