Responsible for providing a fast and efficient response to external customer enquiries. As the first point of contact for Conferma customers, the Service Desk Analyst is responsible for taking ownership of and resolving technical and operational issues within contracted s ervice l evel a greements, escalating internally where specialist assistance is required. Primary Responsibilities Responsible for promptly and efficiently addressing customer e nquiries, the Service Desk Analyst serves as the primary contact for Conferma customers. Take ownership of and resolve technical and operational issues within agreed-upon service level agreements, escalating internally for specialist assistance when needed. Deliver initial support to end-users, addressing technical challenges, troubleshooting problems, and guiding through escalated queries. Record, monitor, and prioriti s e incidents and service requests, ensuring prompt resolution and appropriate escalation. Provide timely updates to both internal and external customers on ticket status and progress. Adhere to defined team KPIs, taking responsibility for individual productivity. Enforce IT security policies, educate users on best practices for data security. Maintain transparent communication with customers regarding request and incident statuses. Collaborate with other teams and customers to resolve complex issues and enhance service desk services. Skills and Experience Proven experience as a service desk analyst or in a similar technical support role, preferably in a 24/7 operational environment. Solid knowledge of ITIL framework and incident management processes, (ideally ITIL Foundation qualified). Excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues efficiently. Technical p roficiency : Profound knowledge of common operating systems, software applications, and IT hardware. Familiarity with IT service management tools is a plus. Customer s ervice: Strong customer service and communication skills are essential to interact effectively with end-users. Problem- s olving: Excellent problem-solving and analytical abilities to diagnose and resolve IT issues. Team p layer: Ability to work collaboratively with other IT professionals and support teams. Adaptability: Willingness to stay up to date with emerging technologies and adapt to changing IT environments. Certifications: Relevant IT certifications, such as CompTIA A, ITIL, or Microsoft certifications, can be beneficial.