Job Description

About the Role

We are looking for a Service Desk Analyst to provide frontline technical support and ensure a positive end-user experience. This role is well-suited for individuals who are detail-oriented, customer-focused, and eager to build a career in IT service delivery.

Key Responsibilities

  • Provide first-level technical support via phone, email, chat, and ticketing systems

  • Log, categorize, prioritize, and resolve incidents and service requests within SLA

  • Troubleshoot basic hardware, software, application, and connectivity issues

  • Perform user account administration tasks such as password resets and access requests

  • Escalate unresolved or complex issues to the appropriate support teams

  • Maintain accurate and timely documentation in the ticketing system

  • Follow IT service management processes and internal SOPs

  • ...

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