Service Desk Analyst
Core
First-line IT support role responsible for restoring normal service, managing incidents, and coordinating with IT groups to resolve user issues.
Role type
Service Desk Analyst
Builds
IT service restoration and user support
Domain
IT Operations / Service Management
Deliverable
client delivery
Required skills
Incident management, troubleshooting Microsoft applications (Outlook, Teams, OneDrive), ITIL functions knowledge, incident logging, categorization and prioritization, first-line diagnosis, closure coding, shift work flexibility
Preferred skills
ITIL Foundation Accreditation, experience in first/second line support, knowledge of MS Excel/Gsheets
Responsibilities
Manage functional mailboxes and log emails in service management tool, troubleshoot Microsoft applications, log incidents and service requests, allocate categorization and prioritization levels, provide first-line investigation and diagnosis, resolve first-line-fix incidents (password resets, account reactivations), keep users informed of progress, close resolved incidents using closure codes, reflect on customer feedback, contribute to team meetings
Seniority
Entry-level to Mid-level, hands-on IC
