Service Desk Analyst

About The Opportunity

• Provide first-level support and rapid resolution for IT incidents, ensuring minimal downtime for end users.
• Manage and troubleshoot technical issues reported via phone, chat, or email using standard ITSM tools.
• Log, track, and update tickets within the incident management system, maintaining clear documentation of each case.
• Escalate complex technical issues to the appropriate teams, facilitating timely resolutions.
• Collaborate with cross-functional teams to improve support processes and enhance overall service delivery.
• Maintain and update knowledge base articles to assist peers and end users with recurring issues.
  

Skills & Qualifications

• Proven experience in a Service Desk or technical support role with hands-on IT troubleshooting.
• Proficiency with IT service management tools (e.g., ServiceNow, BMC Remedy) and ticketing systems.
• Solid understanding of Windows and Linux operating systems along with basic networking concepts.
• Excellent verbal and written communication skills with a strong customer-orientation mindset.
• Ability to manage multiple tasks in a fast-paced, on-site environment.
  

Preferred

• Familiarity with the ITIL framework and best practices in service delivery.
• Basic knowledge of remote diagnostic tools and troubleshooting techniques.
• Certifications in IT support, networking, or related fields are a plus.
  

• Work in a collaborative, innovative environment committed to continuous improvement and professional growth.
• Competitive salary structure with performance-based incentives.
• Access to comprehensive training programs and career advancement opportunities.
  

Location:

Workplace: