Service Desk Analyst
Core
Identify, investigate, and analyze IT incidents and service requests to ensure resolution within SLA timeframes.
Role type
Service Desk Analyst
Builds
IT service stability and operational efficiency
Domain
IT Operations / Service Management
Deliverable
client delivery
Required skills
Incident management, Service request handling, ITSM tool proficiency, SLA adherence, Change management documentation, Problem record creation, Process improvement analysis, Technical requirement collection, Solution evaluation, Stakeholder coordination
Preferred skills
Customer service, Process optimization
Technologies
ITSM toolset