We are seeking a proactive and customer-focused Service Desk Analyst to join our Service Management team. In this role, you will deliver prompt and professional solutions for customer requests and be the first point of contact for our internal and external users, providing essential technical support.
You will receive, triage, and resolve a wide range of IT-related incidents and service requests, ensuring a smooth and efficient user experience. Your ability to communicate effectively, diagnose issues, and escalate appropriately will be crucial to your success.
Responsibilities: Incident Management:
Receive and log all incoming incidents and service requests through various channels (phone, email, ticketing system).
Provide first-line support to users, attempting to resolve issues at Level 1.
Diagnose and troubleshoot hardware, software, and network issues.
Escalate complex incidents to Level 2 and 3 support teams, providing detailed information.
Track and monitor incidents, ensuring timely resolution and communication with users.
Maintain accurate records of all support activities in the ticketing system. Service Request Management:
Process and fulfil service requests, such as password resets, software installations, and account creations.
Ensure adherence to service level agreements (SLAs) for response and resolution times. Provide clear and c...