Service Desk Analyst

About the role

The Service Desk Analyst acts as the single point of contact for the Global Service Desk, handling support requests via email, chat, phone and other channels. The role involves diagnosing, resolving and documenting technical issues while ensuring timely communication with users.

Key responsibilities

• Receive and log support requests from multiple channels, documenting severity and details.
• Resolve technical hardware and software issues remotely, providing documentation for common problems.
• Create and update Knowledge Base Articles (KBA) and Standard Operating Procedures (SOP).
• Escalate unresolved issues to higher‑level IT specialists with complete information.
• Maintain comprehensive records of software and hardware incidents.
• Follow standard help‑desk procedures, administer help‑desk software, and track issue resolution.
• Provide user training on new or revised software and hardware.
• Prepare activity reports and inform management of recurring problems.

Required profile

• 4–6 years of experience in IT service desk operations.
• At least 3 years handling service desk services.
• Fluency in English (reading, writing, speaking).
• Strong managerial and communication skills.
• Willingness to work any shift in a 24×7 environment.

Required skills

• IT Service Desk Operations
• IT Infrastructure knowledge
• ITIL framework
• LAN and WAN troubleshooting
• Help desk software administration