24*7 Service Desk Analyst
Core
Provide 24/7 first-line IT service support, incident management, and preventative maintenance for internal users and external contracts.
Role type
24/7 First-Line Service Desk Analyst
Builds
IT support services for internal employees and external clients
Domain
IT Operations / Service Management
Deliverable
client delivery
Required skills
First-line IT support, incident management, ITSM tool usage, hardware/software troubleshooting, customer service, Microsoft Office (Outlook/Excel), timekeeping, SLA adherence
Preferred skills
ITIL understanding, 1st line role experience
Responsibilities
Manage customer mailboxes and log emails in ITSM Tool, log incidents and service requests, allocate categorization and prioritization, provide first-line investigation and diagnosis, resolve basic hardware/software problems, collect information for second-line teams, resolve first-line-fix incidents (password resets, account management), keep users informed of progress, close resolved incidents using closure codes, reflect on customer feedback, contribute to team meetings, undertake required training, provide IT support and preventative maintenance for contracts, ensure comprehensive documentation of procedures
Seniority
Individual Contributor, Entry to Mid-level
