Job Summary
The Service Desk Analyst serves as the primary point of contact for end users seeking technical assistance. This role is responsible for logging, troubleshooting, resolving, and escalating IT incidents and service requests while delivering exceptional customer service and ensuring strict adherence to Service Level Agreements (SLAs).
Key Responsibilities
- Act as the primary point of contact for IT-related incidents and service requests through phone, email, chat, and ticketing systems.
- Log, categorize, prioritize, and assign tickets accurately in the IT Service Management (ITSM) tool.
- Provide first-level technical support for hardware, software, network, and application-related issues.
- Troubleshoot and resolve common IT issues, including: Password resets, account unlocks, and access provisioning through Okta.Microsoft 365 support.Google Workspace administration and support.VPN connectivity issues.Printer and peripheral device support.Desktop and laptop troubleshooting.Email and collaboration tool support, including Slack and Zoom.
- Escalate unresolved incidents to appropriate support teams following established procedures.
- Monitor and manage ticket queues to ensure SLA compliance.
- Maintain accurate documentation of incidents, resolutions, and knowledge articles.
- Communicate effectively with end users regarding ticket status, progress, and resolution updates.
- Participate in shift handovers and team meetings to ensure continuity of support.
- Monitor and achieve key service desk performance metrics, including:First Contact Resolution (FCR).SLA compliance.Customer Satisfaction (CSAT).Average Resolution Time (ART).Ticket backlog management.Knowledge article contributions.
- Contribute to continuous service improvement initiatives and knowledge management activities.
Qualifications
- Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
- 1–2 years of experience in an IT Service Desk, Help Desk, or Technical Support role.
- Knowledge of ITSM tools such as ServiceNow, Jira, or similar ticketing systems.
- Excellent verbal and written communication skills.
- Customer-focused approach with strong interpersonal skills.
Work Location and Shift Pattern
- Work Arrangement: Onsite – Work from Office (5 Days).
- Shift Pattern: 24/5 rotational shifts, including U.S. business hours.
