Service Desk Analyst

Position Overview
The Service Desk Analyst is the first point of contact for users seeking technical assistance. This role is responsible for providing timely support, troubleshooting issues, and escalating incidents when required. The Analyst ensures high-quality customer service and helps maintain smooth IT operations across the organisation.

Key Responsibilities

• Act as the first line of support for all IT-related incidents and service requests.
• Provide technical support via phone, email, chat, or ticketing system.
• Diagnose and resolve hardware, software, and network issues.
• Escalate complex incidents to second/third-level support teams where necessary.
• Maintain accurate records of incidents, requests, and resolutions in the service management tool.
• Follow ITIL processes for incident, request, and problem management.
• Assist with user account management, including password resets, access permissions, and onboarding/offboarding.
• Provide guidance and training to end users on best practices, applications, and tools.
• Participate in continuous improvement initiatives for the Service Desk function.

Skills & Experience

• Previous experience in a service desk, helpdesk, or IT support role.
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with Microsoft 365, Active Directory, and common business applications.
• Excellent communication and customer service skills.
• Strong problem-solving ability with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Certificate, diploma, or degree in Information Technology (or related discipline) preferred.
• ITIL Foundation certification desirable.
• Other relevant certifications (e.g., CompTIA A+, Microsoft, Cisco) will be highly regarded.

Personal Attributes

• Customer-focused with a professional manner.
• Proactive, reliable, and adaptable to change.
• Team player with a collaborative approach.
• Strong desire to learn and develop technical skills.