Senior Technical Analyst - Service Desk

Key Responsibilities

• Respond promptly to all service requests and incidents.
• Record, classify, and maintain the integrity of incidents and service requests in ServiceNow.
• Diagnose and investigate issues remotely, providing solutions or routing to appropriate support teams.
• Assess the impact and risk of incidents, escalating as required.
• Monitor progress of incidents and keep customers informed.
• Provide basic user administration support (e.g., network or application password resets).
• Manage IT requests from customers, reviewing, evaluating, allocating, and tracking progress.
• Relay updates on IT service disruptions or outages to customers.
• Provide management reports and insights on IT service trends.
• Continuously enhance technical skills and contribute as a team player.