Service Desk Analyst
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Key skills for this role
About the Role
Open Innovation AI is seeking a Service Desk Analyst in Abu Dhabi to provide first-line support for AI workload management platform. The role involves triaging tickets, guiding customers, and coordinating with L2/L3 teams.
Key Skills for This Role
Responsibilities
- Serve as the first point of contact for all support requests via Jira Service Management, email, phone, and monitoring alerts.
- Understand and assess customer issues, gather relevant details, and ensure accurate ticket classification before routing to the appropriate support level.
- Provide guidance to customers on platform features, expected behaviors, and standard usage scenarios when applicable.
- Follow established SOPs, runbooks, and knowledge base articles to ensure consistent handling of common inquiries.
- Maintain clear, professional, and timely communication with customers, ensuring expectations are managed throughout the ticket lifecycle.
- Escalate incidents to L2/L3 teams with complete and well structured context, ensuring smooth handover and minimal back and forth.
- Monitor the Service Desk ticket queues to ensure timely acknowledgment, SLA compliance, and proper categorization of incoming requests.
- Keep accurate records of ticket updates, customer interactions, and resolution notes to support operational transparency.
- Contribute to the improvement and expansion of knowledge base articles by suggesting updates based on recurring questions or observed gaps.
- Participate in structured shift handovers to ensure seamless continuity between teams in a 24/7 operational model.
- Support continuous improvement efforts by identifying recurring issues, communication gaps, or procedural enhancements.
- Operate effectively in 24/7 rotational shifts when required, including nights, weekends, and holidays as required.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Information Systems, or equivalent field
- 1–3 years of experience in IT Service Desk, helpdesk, or customer facing technical support roles
- Excellent communication skills
- Experience with ITSM tools such as Jira Service Management, ServiceNow, or similar platforms
- Strong skills in ticket triage, issue classification, and gathering structured information from users
- Ability to follow established SOPs, knowledge base articles, and support workflows accurately
- Demonstrated reliability and readiness to work in a 24/7 rotational shift environment (including nights, weekends, and holidays)
- Strong attention to detail with ability to maintain clear, accurate documentation
- Collaborative mindset with ability to coordinate effectively with L2/L3 teams
- Certifications such as ITIL Foundation or HDI Support Center Analyst (SCA) preferred
Full Job Posting
Role Overview
- The Service Desk Analyst is responsible for providing first line support by triaging incoming tickets, guiding customers on platform functionality, and ensuring clear, timely communication throughout the support process.
- The role focuses on accurate issue classification, expectation management, and effective coordination with L2/L3.
- The analyst will resolve common user facing issues, escalate more complex cases with complete context, and maintain precise documentation to support smooth operational workflows in a 24/7 support environment.
Role Responsibilities
- Serve as the first point of contact for all support requests via Jira Service Management, email, phone, and monitoring alerts.
- Understand and assess customer issues, gather relevant details, and ensure accurate ticket classification before routing to the appropriate support level.
- Provide guidance to customers on platform features, expected behaviors, and standard usage scenarios when applicable.
- Follow established SOPs, runbooks, and knowledge base articles to ensure consistent handling of common inquiries.
- Maintain clear, professional, and timely communication with customers, ensuring expectations are managed throughout the ticket lifecycle.
- Escalate incidents to L2/L3 teams with complete and well structured context, ensuring smooth handover and minimal back and forth.
- Monitor the Service Desk ticket queues to ensure timely acknowledgment, SLA compliance, and proper categorization of incoming requests.
- Keep accurate records of ticket updates, customer interactions, and resolution notes to support operational transparency.
- Contribute to the improvement and expansion of knowledge base articles by suggesting updates based on recurring questions or observed gaps.
- Participate in structured shift handovers to ensure seamless continuity between teams in a 24/7 operational model.
- Support continuous improvement efforts by identifying recurring issues, communication gaps, or procedural enhancements.
- Operate effectively in 24/7 rotational shifts when required, including nights, weekends, and holidays as required.
Required Experience & Qualification
- Bachelor’s degree in preferably Computer Science, Information Technology, Information Systems, or an equivalent field.
- 1–3 years of experience in IT Service Desk, helpdesk, or customer facing technical support roles.
- Excellent communication skills with the ability to clearly articulate issues, manage expectations, and maintain professional interactions.
- Experience working with ITSM tools such as Jira Service Management, ServiceNow, or similar platforms.
- Strong skills in ticket triage, issue classification, and gathering structured information from users.
- Ability to follow established SOPs, knowledge base articles, and support workflows accurately.
- Demonstrated reliability and readiness to work in a 24/7 rotational shift environment (including nights, weekends, and holidays).
- Strong attention to detail with the ability to maintain clear, accurate documentation.
- Collaborative mindset with the ability to coordinate effectively with L2/L3 teams.
- Certifications such as ITIL Foundation or HDI Support Center Analyst (SCA) are preferred but not mandatory.
Reporting To
- Manager – Technical Operations
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