IT Service Desk Analyst
Core
1st line technical support via phone and email, resolving customer queries, logging incidents, and escalating issues to relevant teams.
Role type
1st line IT Service Desk Analyst
Builds
Reliable, secure, and forward-thinking technology solutions across the business
Domain
IT Service Management / Technology Support
Deliverable
client delivery
Required skills
ITIL V5 framework understanding, incident logging and categorization, escalation procedures, cross-team liaison, customer communication
Preferred skills
proactive attitude, keen interest in IT infrastructure, eagerness to learn
Technologies
ITIL V5
Responsibilities
Resolve customer queries via phone and email; Log and categorize incidents and requests; Monitor and escalate incidents to internal teams or external vendors; Liaise with other departments for timely resolution; Provide regular status updates to customers; Identify and escalate potential problems to Team Lead or Manager
