Service Delivery Service Desk Analyst
Core
Senior service desk resource acting as the first point of contact for clients and vendors to handle incidents and service requests via calls, chat, or tickets.
Role type
Senior IC service desk analyst
Builds
Incident resolution and service request management for clients
Domain
IT Managed Services / Technical Support
Deliverable
client delivery
Required skills
ticket triage, incident diagnosis, SLA management, escalation judgment, breach/aging reporting, process improvement, stakeholder interaction, 24x7 shift adaptability, ITIL concepts
Preferred skills
network technologies (WAN/LAN/WLAN), Security, Cloud, Videoconference/Collaboration tools
Technologies
standard tools, platforms, and processes for service desk
Responsibilities
Receive, log, validate, and diagnose client requests across full product range; provide first call resolution using SOPs; update clients on pending requests; collaborate with resolver groups; produce breach and aging reports; identify process gaps and recommend improvements; escalate issues appropriately; maintain professional service quality.
Seniority
Senior, hands-on IC
