Skills: Service Desk, Help Desk, L1, L1.5, ITIL, Incident Management, Request Management, ServiceNow, customer service
Job Summary
The Service Desk Analyst serves as the first point of contact for users, providing L1/L1.5 technical support via chat and voice channels while ensuring adherence to ITIL processes, SLA commitments, and information security standards.
Key Responsibilities
The Service Desk Analyst serves as the first point of contact for users, providing L1/L1.5 technical support via chat and voice channels while ensuring adherence to ITIL processes, SLA commitments, and information security standards.
Skill Requirements
Experience in Service Desk / Help Desk operations (L1/L1.5).
• Strong chat and voice support skills.
• Knowledge of ITIL Incident and Request Management.
• Experience with ticketing tools such as ServiceNow.
• Robust communication and customer service skills.
Other Requirements
Bachelor’s degree or equivalent experience preferred.
1–4 years of experience in an enterprise service desk environment.