Service Desk Analyst
Core
Investigate and resolve IT incidents and action requests via the Service Catalogue, providing advice on services and troubleshooting faults.
Role type
IT Service Desk Analyst
Builds
IT service stability and customer support
Domain
Federal Government IT
Deliverable
client delivery
Required skills
incident investigation, fault resolution, customer communication, severity assessment, work-around provision, external support coordination, knowledge base contribution, SOP development
Responsibilities
Handle incoming enquiries and fault reports via email, chat, and service catalogue; document issues and establish severity/urgency; consult external support and allocate unresolved issues; provide regular updates to customers; contribute to knowledge articles and Standard Operating Procedures.
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