Analyst - Service Desk 5B
Core
First-line IT support analyst handling incidents, service requests, and user administration via phone, email, chat, and ticketing systems.
Role type
Service Desk Analyst (L1)
Builds
IT service stability and user productivity
Domain
IT Operations / Service Management
Deliverable
client delivery
Required skills
ITIL framework knowledge, ticketing systems proficiency, Windows/macOS support, basic networking concepts, customer service, shift-based work adaptability
Preferred skills
ITIL Foundation certification, Microsoft 365/Active Directory support, call center experience
Technologies
ServiceNow, Windows, macOS, Active Directory, Microsoft 365
Responsibilities
Log, categorize, and prioritize IT incidents and requests; Resolve common hardware, software, and network issues at first contact; Escalate unresolved incidents to L2/L3 teams; Monitor ticket queues for SLA compliance; Perform user administration tasks (password resets, account unlocks); Contribute to knowledge base maintenance; Identify recurring issues and recommend process improvements
Seniority
Individual Contributor, Entry to Mid-level
