Service Desk Analyst

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or chat.
• Diagnose and resolve hardware, software, and network issues.
• Log all support requests in the ticketing system (e.g., ServiceNow, Jira) and ensure timely resolution.
• Escalate unresolved issues to appropriate internal teams or vendors.
• Provide remote support and guidance to users on IT-related queries.
• Maintain and update documentation for support processes and procedures.
• Adhere to ITIL best practices and company policies.

Required Skills:

• Proficiency in using ticketing tools like ServiceNow.
• Strong understanding of ITIL frameworks and service desk operations.
• Excellent communication skills, both verbal and written.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Familiarity with remote desktop applications and support tools.
• Basic knowledge of networking concepts and troubleshooting.

Job Type: Full-time

Work Location: In person