Analyst (Support & Operations)

About the role

The Service Desk Analyst serves as the first point of contact for end users seeking technical assistance. The role is responsible for logging, categorizing, prioritizing, troubleshooting, and resolving IT incidents and service requests while delivering excellent customer service and meeting agreed service levels (SLAs).

What you'll do

• Incident & Request Management
• Receive and manage incidents and service requests via phone, email, chat, self-service portal, and ticketing tools
• Perform first-level troubleshooting and attempt first-call resolution
• Escalate unresolved issues to appropriate Level 2/Level 3 support teams while maintaining ownership
• Monitor ticket progress and provide regular updates to users

What you need

• Troubleshooting
• Windows
• ServiceNow
• Networking
• MS Office
• Active Directory
• Any graduate

Good to have

• Ticketing tools
• Office 365
• ITIL
• PowerPoint
• SOP writing