Service Desk Analyst
Core
Identify, investigate, and resolve IT incidents and service requests for a construction client while ensuring adherence to SLAs and change management processes.
Role type
Service Desk Analyst
Builds
IT service stability and operational efficiency for a construction client
Domain
IT Operations / Construction Industry
Deliverable
client delivery
Required skills
Incident management, ITSM toolset proficiency, SLA adherence, Change management, Problem record creation, Process improvement analysis, Technical requirement documentation
Responsibilities
Accurately identify, investigate, and analyze IT incidents; Categorize and prioritize incidents per established processes; Resolve incidents and service requests within defined SLA timeframes; Escalate incidents requiring action beyond the Service Desk team's scope; Create problem records for further investigation; Follow change management processes for implementing, testing, and rolling back changes; Identify and evaluate process improvement opportunities; Collect and document technical and functional requirements for management review; Coordinate implementation activities for management-approved solutions.
