IT Service Desk Analyst - Incident Management

IT Service Desk Analyst (46 Years Experience) :

About the Role :

We are looking for a proactive and customer-focused IT Service Desk Analyst with 46 years of experience in IT support. The ideal candidate will be responsible for providing first-line technical assistance, delivering an excellent end-user experience, and ensuring timely resolution or escalation of IT incidents. This role requires strong communication skills, a problem-solving mindset, and the ability to thrive in a fast-paced support environment.

Key Responsibilities :

- Serve as the primary point of contact for end users by providing prompt and effective IT support.

- Log, categorize, prioritize, and resolve incidents and service requests in accordance with defined SLAs.

- Troubleshoot hardware, software, network, and application-related issues through phone, email, chat, or remote support.

- Manage incident lifecycles, ensuring accurate documentation and regular updates to users.

- Coordinate with Level 2 and Level 3 support teams for timely escalation and resolution of complex issues.

- Monitor and track escalated tickets until successful closure.

- Deliver a high standard of customer service while maintaining strong user relationships.

- Contribute to knowledge base articles and support documentation to improve service efficiency.

- Adhere to IT service management best practices and organizational processes.

Required Skills :

- 46 years of hands-on experience in an IT Service Desk or Technical Support environment.

- Proven experience in customer handling with strong verbal and written communication skills.

- Hands-on experience in incident and escalation management.

- Familiarity with ticketing tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar.

- Strong troubleshooting, analytical, and problem-solving abilities.

- Ability to manage multiple priorities while maintaining SLA commitments.

Preferred Qualifications :

- Exposure to ITIL processes or IT Service Management (ITSM) practices.

- Experience supporting Windows environments, Microsoft 365, Active Directory, VPN, and remote support tools.

- ITIL Foundation certification is an added advantage.

Why Join Us :

- Work in a collaborative and technology-driven environment.

- Opportunity to enhance technical and customer support expertise.

- Exposure to enterprise IT infrastructure and service management practices.

- Clear career progression with continuous learning and development opportunities.