Service Desk Analyst
Core
Resolve reported IT incidents and requests via omnichannel support (calls and digital) while maintaining high availability and meeting operational SLAs.
Role type
Service Desk Analyst
Builds
IT operations and service delivery
Domain
IT Operations / Service Management
Required skills
Incident resolution, omnichannel support, SLA management, cross-functional collaboration, customer communication, technical troubleshooting, team collaboration, project contribution, subject matter expertise
Preferred skills
Bachelor's degree in IT, experience in a Service Center, team delivery experience, advanced English proficiency (via careerplan.io/jobs/R162836-2-service-desk-analyst-at-mars)
Technologies
IT support tools, omnichannel platforms
Responsibilities
Provide responsive IT support to resolve user incidents and requests, keep users informed of case status, partner with internal teams to troubleshoot complex tickets, act as a subject matter expert to drive best practices, contribute to corporate IT projects
Seniority
Junior to Mid-level, hands-on IC