Service Desk Analyst

About the role

The Service Desk Analyst ensures smooth delivery of IT services and high client satisfaction. You will manage incidents, track issues, and collaborate with technical teams to resolve problems quickly. Strong communication is essential to keep clients informed and continuously improve service quality.

Key responsibilities

• Log, prioritize, and resolve incidents while minimizing service disruption.
• Track issue progress and maintain accurate records in the service desk system.
• Coordinate with technical teams to provide timely solutions.
• Communicate status updates and resolutions clearly to clients.
• Monitor service level agreements (SLAs) and contribute to process improvements.

Required profile

• Minimum of 3 years of experience in a service desk or similar support role.
• Bachelor’s degree or equivalent qualification.
• Proven ability to assess, prioritize, and resolve incidents efficiently.
• Excellent communication skills for client interaction and feedback gathering.
• Understanding of IT Service Management (ITSM) practices and SLA management.

Required skills

• IT Service Management (ITSM)
• Incident management