Service Desk Analyst

Company Overview

Service Desk Analyst

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**
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• 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.

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