Service Desk Analyst

Ticket Ownership: Be primary responder for the queue; acknowledge, triage, and resolve tickets across email/portal/phone/chat.

Customer Communication: Keep customers informed with clear, friendly updates and realistic ETAs; jump on Zoom/phone when needed.

Troubleshooting: Reproduce issues, analyze logs, collect diagnostics, and deliver workarounds or fixes.

Escalations: Identify P1/P2 incidents, follow runbooks, and hand off cleanly to Tier 3/Engineering with crisp context.

Documentation: Create/update knowledge base articles, macros, and runbooks; improve templates and tagging.

Quality & Hygiene: Maintain SLAs/SLOs, categorize tickets accurately, and ensure thorough notes.

Tooling & Automation: Suggest and implement improvements (views, rules, alerts, workflows).

Post-Incident Follow-up: Draft RCAs for customer-facing incidents in partnership with engineering/ops.

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