Service Desk Analyst
Core
First point of contact for clients and vendors, handling incidents and service requests via calls, chat, and tickets.
Role type
Senior IC service desk analyst
Builds
Incident resolution and service request fulfillment for clients
Domain
IT Managed Services
Deliverable
client delivery
Required skills
ticket management, incident diagnosis, escalation judgment, ITIL concepts, stakeholder interaction, report generation
Preferred skills
network technologies (WAN/LAN/WLAN), security, cloud, videoconference/collaboration tools
Technologies
standard service desk tools and platforms
Responsibilities
Receive, log, validate, and diagnose client requests; provide first-call resolution; produce breach and aging reports; identify process gaps and recommend improvements; escalate issues appropriately; maintain professional service quality.
Seniority
Senior, hands-on IC
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