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
- Receive, log, and handle incidents and service requests via chat and calls. - Classify, prioritize, and categorize incidents and service interruptions. - Provide first-contact resolution for common service requests. - Escalate complex or unresolved incidents per SLA guidelines. - Track tickets from logging to resolution and closure. - Communicate status and resolution updates to users and stakeholders. - Support operations during change activities with mínimal service disruption. - Maintain accurate records and catalog incidents by symptom and resolution. - Assist in tracking service reliability and performance data.
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. - Solid communication and customer service skills.
Other 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. - Strong communication and customer service skills.
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