Service Desk Analyst

Roles and Responsibilities 

Perform first level support to assist end users at the onset of an issue or request
Serving as the first point of contact for end users seeking technical assistance over available contact channels
Provide initial investigation and diagnosis and promptly allocates unresolved issues as appropriate
Categorize and record reported queries and provide solutions
Logs incidents and service requests and maintains relevant records
Support problem identification
Update users on the status of reported cases and advise users on appropriate course of action
Monitor issues and requests from start to resolution
Escalate unresolved problems to a higher level of support
Provide essential online security advice and support to end users
Delivering customer service through multiple channels
Monitor and respond quickly and effectively to issues/requests received through Service Desk
Contributes to creation of process documentation when needed
Submit daily, weekly and monthly reports as required


Process-Based Competencies:
Customer Service Support: Proficient in delivering effective support to customers by responding to inquiries, resolving issues, and ensuring service quality-while maintaining professionalism, empathy, and alignment with organizational standards.
Incident Management: Proficient in identifying, logging, and resolving incidents in accordance with defined procedures and service levels, escalating appropriately to minimize business disruption and ensure timely resolution.
Problem Management: Competent in managing the lifecycle of problems that have occurred-or could occur-in delivering a service. The goal is to minimize the impact of incidents and prevent recurrence.
User Support: Proficient in responding to user requests including basic application troubleshooting, providing guidance, user access support, and issue triage.