The Role
The IT Service Desk and Monitoring & Event Management Analyst will be responsible for providing first-line IT support to end-users requiring technical assistance and proactively monitoring critical IT systems, and managing IT events to ensure smooth and uninterrupted business operations.
The role involves a blend of service desk support like incident handling, fulfilling service requests ensuring timely escalation in line with SLAs while also handling Event Management activities like system monitoring, and event correlation to detect, log, escalate, and resolve IT issues effectively.
Your responsibilities:
Service Desk Support
Act as the first point of contact for IT-related incidents and service requests (phone, email, ticketing system, chat).
Act as 2nd line of support for Desktop and Application issues escalated by 1st line of support
Troubleshoot and resolve issues related to desktops, laptops, mobile devices, applications, printers, and network connectivity.
Provide remote and desk-side support, escalating to Level 3 support teams as required.
Log, track, and prioritize tickets in the ITSM tool, ensuring SLA adherence.
Deliver high-quality, customer-focused communication and technical guidance.
Perform user account administration (Active Directory, O365, VPN, email, etc.).
Document solutions and contribute to the knowledge base for continuous improvement.
Support shift coverage as part of a 10x5 or extended-hours support model if required.
Coordination and facilitation of Major Incident Communication including handover of Major Incidents to Manager Incident Manager to manage them through their lifecycle till closure
Monitoring & Event Management
Proactively monitor IT infrastructure, applications, and services using monitoring tools.
Detect, log, and correlate system-generated alerts to identify actual incidents vs. false positives.
Analyze events to identify potential threats or service degradations.
Escalate critical alerts and initiate incident management processes when required.
Ensure events are categorized, documented, and linked with incidents/problems where applicable.
Support reporting on incident trends, system performance, and event management efficiency.
Essential skills/knowledge/experience:
Experience in IT service desk / end-user support roles (1st & 2nd line).
Strong knowledge of Windows/Mac OS, O365, and commonly used enterprise applications.
Analytical mindset for identifying patterns in incidents/events
Familiarity with ITSM tools (ServiceNow, Remedy, or similar).
Excellent problem-solving and customer service skills.
Desirable skills/knowledge/experience:
ITIL Foundation certification
