Role Summary
Job Description
We are looking for a proactive and customer-focused Service Desk Analyst with 25 years of experience in IT support and incident management. The role involves handling end-user issues, adhering to ITIL processes, and ensuring timely incident resolution to maintain high service quality and customer satisfaction.
Main Tasks
- Act as the first point of contact for all IT-related incidents and service requests via phone, chat, or ticketing system.
- Log, categorize, and prioritize incidents based on impact and urgency in ServiceNow (or other ITSM tools).
- Troubleshoot and resolve hardware, software, and network issues within agreed SLAs.
- Escalate unresolved incidents to the appropriate L2/L3 teams, ensuring proper handover and documentation.
- Follow ITIL-based Incident Management and Request Fulfillment processes.
- Provide end-user support for standard applications, systems access, and password resets.
- Maintain detailed and accurate ticket documentation and work logs.
- Contribute to the Knowledge Base by creating and updating procedural guides and FAQs.
- Participate in incident reviews and continuous improvement initiatives.
- Ensure high customer satisfaction through effective communication and timely updates.
Your Profile
- Bachelor's degree in IT, Computer Science, or related field.
- 25 years of experience in IT Service Desk or technical support.
- Strong understanding of ITIL processes, especially Incident Management.
- Hands-on experience with ServiceNow, Remedy, or similar ITSM tools.
- Excellent troubleshooting skills for Windows, O365, VPN, and basic networking.
- Strong written and verbal communication skills.
- Ability to work in a fast-paced, global support environment.
- ITIL v3/v4 Foundation certification preferred.
