Service Desk Analyst

Position Overview

Experienced service desk professional responsible for first-line support, ticket management, and customer service for GCP cloud operations. Handle user requests, incident triage, and service request fulfillment. Experience Requirements

Minimum: 2+ years in IT service desk, help desk, or technical support

Preferred: 4+ years with cloud services support and ITSM processes

Industry: Experience with enterprise IT service management Technical Skills Service Management

ITIL framework and service management processes

Ticket management and workflow systems (ServiceNow)

Incident, problem, and change management

Service level agreement (SLA) management

Knowledge management and documentation

Customer service and communication skills Technical Support

Basic cloud infrastructure concepts

User access management and troubleshooting

Application support and troubleshooting

Remote support tools and techniques

System monitoring and basic analysis

Escalation procedures and coordination GCP Skills (Required) Basic GCP Knowledge

Console: Navigate GCP Console and basic resource management

IAM: User access management and role assignments

Compute: Basic GCE and Cloud Storage support

Monitoring: Read dashboards and basic alert triage

Billing: Basic cost monitoring and usage analysis Support Functions

User onboarding and access provisioning

Basic resource requests and provisioning

Service health monitoring and reporting

Integration with existing McDonald's tools

Self-service portal support and guidance Certifications (Preferred)

ITIL Foundation (Required)

Google Cloud Digital Leader or Associate Cloud Engineer Other Skills

Communication: Excellent verbal and written communication skills

Customer Service: Professional demeanor and customer-focused approach

Problem Solving: Analytical thinking and systematic troubleshooting

Documentation: Clear and accurate record keeping

Multi-tasking: Handle multiple tickets and priorities simultaneously

Learning: Quick learner with technology and process adaptation

Languages: Multilingual capabilities preferred for global support