We are seeking an experienced Service Desk Analyst to manage and fulfill IT service requests in a client-facing environment. The ideal candidate should have strong experience working with ServiceNow or similar ITSM tools, a solid understanding of ITIL Request Fulfilment processes, and excellent communication skills. The role requires adherence to defined SOPs, SLA commitments, and client service standards while delivering high-quality support.

Key Responsibilities:

- Receive, log, track, and manage service requests using ServiceNow or an approved ITSM tool.

- Fulfil service requests by following approved SOPs, workflows, and knowledge base articles.

- Ensure accurate documentation of all request activities, approvals, updates, and closures.

- Communicate request status and resolution updates professionally to end users.

- Monitor assigned requests to ensure SLA compliance and timely completion.

- Escalate requests to the appropriate resolver groups when required.

- Maintain compliance with client policies, audit requirements, and service governance standards.

- Deliver high-quality customer service in a process-driven environment.

- Work in a 24x7 rotational shift, including weekends, as per business requirements.

Required Skills:

- 68 years of experience in Service Desk / IT Support with a focus on Service Request Management.

- Hands-on experience with ServiceNow or similar ITSM tools.

- Good understanding of ITIL processes, especially Request Fulfilment.

- Experience in handling user access requests, password resets, software installations, and asset requests.

- Strong knowledge of SLA management and ticket lifecycle.

- Experience following SOPs and using knowledge base articles for request fulfilment.

- Excellent written and verbal communication skills.

- Strong documentation, troubleshooting, and customer service skills.

- Ability to prioritize, categorize, and assign service requests accurately.

Preferred Skills:

- ITIL Foundation Certification.

- Experience with Active Directory, Microsoft Office 365, and Windows administration.

- Exposure to enterprise IT support environments.

- Familiarity with Agile or IT service management best practices.