Service Desk Analyst

We are seeking a customer-focused and proactive Service Desk Analyst to provide first-line IT support to end users and ensure a high level of customer satisfaction. The successful candidate will act as the primary point of contact for IT-related incidents and service requests, delivering timely resolutions and excellent customer service while adhering to defined SLAs. This role is ideal for an individual passionate about providing exceptional customer support, resolving technical issues efficiently, and contributing to a high-performing service desk team in a dynamic 24x7 support environment. Key Responsibilities Serve as the first point of contact for customers via phone, email, chat, or ticketing systems. Log, categorize, prioritize, and track incidents and service requests in accordance with ITIL best practices. Diagnose and troubleshoot hardware, software, network, and application-related issues. Resolve first-level support issues and escalatE complex incidents to appropriate support teams when necessary. Provide regular updates to users regarding the status of their incidents and service requests. Monitor ticket queues to ensure SLA compliance and timely issue resolution. Assist users with account management activities, including password resets, access requests, and user provisioning. Maintain accurate documentation of incidents, resolutions, and knowledge base articles. Participate in continuous service improvement initiatives to enhance customer experience and operational efficiency. Support onboarding and offboarding activities, including user setup and equipment allocation. Collaborate with technical teams, vendors, and business stakeholders to resolve customer issues effectively. Required Skills