Service Desk Analyst

OverviewThe Service Desk Analyst acts as the first line of IT support across all business units, managing Level 1 support through multiple communication channels including inperson, email, and phone. The role focuses on handling common IT issues, documenting technical incidents, and coordinating escalation efforts for complex problems that fall outside Tier 1 scope. The analyst supports the overall service desk workflow by ensuring accurate issue classification, maintaining ticket quality, and assisting with communication and follow-ups. The ideal candidate will be ITIL v4 oriented and proficient in ticketing systems to maintain operational efficiency and accountability.ResponsibilitiesManage Level 1 technical support via phone, email, and walk-in channelsProvide initial triage and analysis of support requests, escalating complex or unresolved issues to Senior Analysts or Tier 2/3 teamsAct as operational support for Senior Service Desk Analysts, assisting with routine troubleshooting and follow-upsClearly communicate technical information to users of varying technical knowledgeSet realistic expectations with stakeholders regarding ticket timelines and prioritiesAccurately document all user interactions and technical steps in the ticketing systemMonitor ticket queues and ensure tickets are assigned and categorized according to defined workflowsTrack IT assets and update inventory records in coordination with asset managementMaintain and contribute to internal knowledge base articlesAssist with user account management and access requestsFollow established SLAs and escalate delays or blockers to the Service Desk SupervisorSupport both Windows and macOS operating systems, including hardware and system-level troubleshootingPerform other job-related tasks as assigned by the Service Desk Supervisor or IT ManagementQualificationsStrong diagnostic skills for basic IT issues across Windows and macOS environmentsUnderstanding of Microsoft 365 apps and servicesFamiliarity with network connectivity principles (Wi-Fi, VPN, LAN)Working knowledge of ITSM platforms and service desk ticketing toolsITIL v4 Foundation knowledge or orientation in line with ITSM principlesSolid understanding of ticket prioritization, classification, and escalation flowsStrong communication skills and customer service mindsetProven ability to follow technical procedures and document resolutions clearlyPositive attitude and willingness to assist senior staff and collaborate within a teamStrong organizational and multitasking skillsBenefits24 annual leave daysAnnual flight homeLife insurance planMedical insurance plan (with the option to upgrade at your own cost)Bonus scheme (in relevant departments)Invitations to participate in various company functions, staff events, and department team building eventsOpportunities to learn, develop and grow with the organization#J-18808-Ljbffr