Job Summary

The Service Desk Analyst serves as the first point of contact for users, providing L1/L1.5 technical support via chat and voice channels. The role focuses on effective incident and service request handling while ensuring adherence to ITIL processes, SLAs, and information security standards.

Key Responsibilities

Receive, log, and handle service requests and incidents through chat and call support, following agreed procedures.\r\nAccurately log, classify, and categorize incidents and service requests, maintaining complete records.\r\nIdentify incident types, service interruptions, and prioritize tickets based on impact and urgency.\r\nProvide first-contact resolution for common service requests by supplying information or standard solutions.\r\nPromptly allocate or escalate complex or unresolved incidents to appropriate resolver teams.\r\nTrack incidents and requests from logging to closure, ensuring SLA compliance.\r\nCommunicate ticket status, progress, and resolution updates clearly to users and stakeholders.\r\nDuring change activities, respond systematically to daily operational needs while preventing service disruption.\r\nEnsure adherence to SLA, information security, and operational controls at all times.\r\nRecord and catalog incidents by symptom and resolution to support knowledge management.\r\nAct under guidance to record and track service reliability and performance data.

Skill Requirements

Experience in Service Desk / Help Desk operations (L1 or L1.5).\r\nStrong experience supporting users via chat and voice channels.\r\nKnowledge of ITIL Incident Management and Request Fulfilment processes.\r\nHands-on experience with ticketing tools (e.g., ServiceNow or similar).\r\nAbility to follow structured procedures and escalation paths.\r\nStrong communication, documentation, and customer service skills.

Other Requirements

Bachelor’s degree or equivalent experience preferred.\r\n1–4 years of experience in an enterprise service desk environment.