Service Desk Analyst

What are we looking for

We are seeking a Service Desk Analyst who is eager to take responsibility for the day-to-day operations of managing incidents and service request tickets. The ideal candidate will be customer-focused, possess strong diagnostic abilities, and excel at prioritizing tasks and communicating effectively. You should be proactive in learning and developing expertise in service desk management within our specialized fields.

Key Responsibilities:

• Support the Service Delivery Manager by taking responsibility for the day-to-day operations of managing incidents and service request tickets.
• Handle tickets raised by external customers, as well as tickets raised by internal employees and systems, from creation through assignment to closure.
• Perform diagnostics of tickets and their status by client and other criteria.
• Assign tickets to support resources based on client, ticket type, ticket priority, and assigned support resources.
• Provide customer-focused 1st line support as part of a team, aiming to resolve issues at the first point of contact.
• Provide ticket analysis, reporting, and follow-up based on Service Level Agreements (ticket response and resolution times).
• Prepare Client Service Reports in line with agreed formats.
• Collate internal KPI metrics in line with agreed formats.
• Support the Service Delivery Manager and/or PMO in the execution of their tasks.
• Support project teams with ad hoc tasks to enable smooth support delivery.
• Perform basic Service Desk Administrative/Analyst tasks such as logging a ticket, ticket assignment, changing ticket status, priority, description, and ticket reporting.

What skills and knowledge should you bring

• Prior Service Desk Experience:

  You understand and have previously performed basic Service Desk Administrative/Analyst tasks.

• Command Authority Naturally:

  You can enlist the help of others effectively, are optimistic, and are viewed favorably by organizations.

• Possess Quick-Shifting Abilities:

  You know what to note and what to ignore, focusing on essential data.

• Set, Observe, and Re-evaluate Priorities Frequently:

  You focus and prioritize by constantly ranking tasks and limiting data input.

• Ask Good Questions and Listen to Stakeholders:

  You care about communication, the opinions of involved parties, and are self-aware of how your communication is received.

• Do Not Use Information as a Weapon or Means of Control:

  You communicate clearly, completely, and concisely, sharing real information without fear.