Service Desk Analyst

Position Overview

Experienced service desk professional responsible for first-line support, ticket management, and customer service for GCP cloud operations. Handle user requests, incident triage, and service request fulfillment. Experience Requirements

• Minimum: 2+ years in IT service desk, help desk, or technical support

• Preferred: 4+ years with cloud services support and ITSM processes

• Industry: Experience with enterprise IT service management Technical Skills Service Management

• ITIL framework and service management processes

• Ticket management and workflow systems (ServiceNow)

• Incident, problem, and change management

• Service level agreement (SLA) management

• Knowledge management and documentation

• Customer service and communication skills Technical Support

• Basic cloud infrastructure concepts

• User access management and troubleshooting

• Application support and troubleshooting

• Remote support tools and techniques

• System monitoring and basic analysis

• Escalation procedures and coordination GCP Skills (Required) Basic GCP Knowledge

• Console: Navigate GCP Console and basic resource management

• IAM: User access management and role assignments

• Compute: Basic GCE and Cloud Storage support

• Monitoring: Read dashboards and basic alert triage

• Billing: Basic cost monitoring and usage analysis Support Functions

• User onboarding and access provisioning

• Basic resource requests and provisioning

• Service health monitoring and reporting

• Integration with existing McDonald's tools

• Self-service portal support and guidance Certifications (Preferred)

• ITIL Foundation (Required)

• Google Cloud Digital Leader or Associate Cloud Engineer Other Skills

• Communication: Excellent verbal and written communication skills

• Customer Service: Professional demeanor and customer-focused approach

• Problem Solving: Analytical thinking and systematic troubleshooting

• Documentation: Clear and accurate record keeping

• Multi-tasking: Handle multiple tickets and priorities simultaneously

• Learning: Quick learner with technology and process adaptation

• Languages: Multilingual capabilities preferred for global support