Service Desk Analyst

Key Responsibilities

Manage L1 and L1.5 incidents and service requests from intake to resolution.
Provide first-contact resolution for end-user issues where possible.
Act as SPOC for service desk activities including incidents, problems, and requests.
Receive, prioritize, document, and resolve support tickets.
Perform ticket triage and escalation per SLA guidelines.
Track, monitor, and close tickets within SLA timelines.
Support issues related to:
Password resets
MS Office
Windows OS
Basic desktop support
Use ITSM tools (e.g., ServiceNow) for ticket management.
Ensure a positive end-user experience through effective communication and resolution.
Participate in process improvement and support assigned projects.
Work independently and in a fast-paced team environment; support multiple locations/shifts as needed.

Required Qualifications

Bachelor’s degree in IT, Computer Science, Business, or related field
Minimum 1 year experience in:
Service desk / IT support / technical help desk
Systems analysis, IT operations, or data coordination
Familiarity with IT systems and service management tools

Preferred Skills

ServiceNow or similar ITSM tools
Windows OS and MS Office troubleshooting
Strong communication and customer service skills
Ability to work in SLA-driven environments
Basic IT infrastructure understanding

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