Analyst (Support & Operations)

Job Summary

A Service Desk job typically involves providing first-level technical support to users, resolving IT issues, and managing user accounts. Service desk analysts act as the initial point of contact for users experiencing technical problems, diagnosing issues, and either resolving them directly or escalating them to higher support levels. They also handle tasks like user account administration, software installations, and incident documentation

Key Responsibilities

Act as the first point of contact for customers via phone, email, or chat. Log, track, and manage incidents and service requests using ticketing tools. Diagnose and resolve hardware, software, and network issues. Ensure tickets are resolved within defined SLA timelines and update users regularly. Escalate unresolved issues to appropriate teams while maintaining ownership. Maintain proper documentation of issues and resolutions. Follow standard IT support processes and troubleshooting steps. Deliver high customer satisfaction through professional communication.

Skill Requirements

Strong communication skills in English (verbal & written). Basic knowledge of: Windows OS and Microsoft Office Networking fundamentals IT systems troubleshooting Experience with ticketing tools (e.g., Service Now). Good problem-solving and customer handling skills. Ability to multitask and handle multiple tickets simultaneously.

Other Requirements

Prior experience in IT Service Desk / Technical Support role. Understanding of ITIL / ITSM processes (incident, change, problem management). Experience supporting global customers / shift-based environment.