We are seeking a Service Desk Analyst to join a shift-based support operation, providing first-line IT, Information Systems, and Telecommunications support. The successful candidate will be responsible for incident management, request handling, troubleshooting, and remote support activities, ensuring service excellence and compliance with defined Service Level Agreements (SLAs).
Key Responsibilities
- Deliver Service Desk support using IT Service Management (ITSM) and ticketing platforms.
- Log, analyze, troubleshoot, resolve, or escalate incidents, service requests, and changes.
- Provide remote support for IT, Information Systems, and Telecommunications services.
- Use remote access and desktop management tools to diagnose and resolve technical issues.
- Monitor and manage the lifecycle of incidents, requests, and changes to ensure SLA compliance.
- Support end users with hardware, software, operating systems, access management, and mobility-related issues.
- Maintain accurate documentation and records of support activities.
- Collaborate with internal support teams to ensure efficient resolution of escalated cases.
- Work in a shift-based environment, ensuring continuous service coverage.
Education
- Secondary Education (12th Grade) or higher.
Professional Experience
- Minimum of 2 years of proven experience in IT support, troubleshooting, and incident resolution.
- Experience working in Service Desk, Help Desk, or Technical Support environments.
Technical Skills
- Advanced user-level knowledge of:
- Windows Operating Systems
- Linux Operating Systems
- Experience with:
- Active Directory
- Remote access and remote support tools
- Mobile devices and mobility support
- Incident, Request, and Change Management processes
Hardware & End-User Computing
- Experience supporting:
- Windows 11
- Desktop PCs
- Laptops
Service Management Tools
Experience with one or more of the following platforms:
- CRM One
- CA Service Desk (CA SD)
- HP Service Manager (HP SM)
- Other ITSM and ticketing solutions
Languages
- Fluent English communication skills (mandatory), both written and spoken.