Service Desk Analyst

Job Overview

• Role Title: Service Desk Analyst (L1
• Core Focus: Serving as the initial point of contact for the IT Service Desk, delivering high-quality customer service, resolving Tier 1 issues, and escalating unresolved issues to Tier 2 and 3 support teams

Key Responsibilities

• Queue & Ticket Management: Managing, organizing, logging, categorizing, prioritizing, and closing tickets within service management tools (covering Incident, Request, Problem, Change, and Configuration Management).
• Technical Support: Providing first-level support via phone, chat, or email for applications, hardware, networks, telecommunications, and basic functional support for specialized tools like Point of Sale (POS) systems.
• Escalation & Collaboration: Promptly routing complex or unresolved inquiries to higher-tier support teams following established procedures.
• Documentation: Maintaining accurate case records, updat...