Service Desk Analyst
Core
Coordinate and manage IT incidents and service requests, acting as a key point of contact between customers, internal teams, and third-party providers to ensure efficient resolution within SLAs.
Role type
Service Desk Analyst (Level 1 support)
Builds
IT service stability and customer satisfaction for mission-critical identity and payment technologies
Domain
IT Service Management / Security Technology
Deliverable
dashboards & analysis
Required skills
Incident management, ITIL practices, Service management tools, Asset management, Escalation management, Customer support, Microsoft Office
Preferred skills
ITIL Foundation certification, Enterprise ITIL experience
Technologies
Service Management Tool, Microsoft Office
Responsibilities
Coordinate incident management in accordance with ITIL practices, Track and escalate incidents to ensure SLA compliance, Manage customer requests and prioritize incidents, Provide Level 1 support for user issues, Maintain accurate information in the service management tool, Respond to service requests via email, telephone, and the tool
Seniority
Mid-level, hands-on IC