Service Desk analyst

Job Description

About the Job Role: We are seeking a detail-oriented and customer-focused Service Desk Analyst to join us. The ideal candidate will provide first-line technical support, troubleshoot issues, and ensure timely resolution of service requests. This role requires excellent communication skills, problem-solving abilities, and a commitment to delivering exceptional customer service. Key Responsibilities: • Serve as the first point of contact for customers requiring IT and technical assistance. • Log, categorize, and prioritize service requests and incidents using the ticketing system. • Escalate unresolved issues to higher-level support teams while ensuring timely follow-ups. • Provide step-by-step guidance to customers and document resolutions for knowledge base improvement. • Adhere to SLAs and KPIs, ensuring quality and efficiency in service delivery. • Collaborate with internal teams to improve service desk processes and customer experience. • Maintain confidentiality and data security in accordance with company policies. Required Qualifications: • Bachelor's degree in Computer Science, IT, or a related field (preferred but not mandatory). • Prior experience in a service desk or technical support role within a BPO environment. • Excellent verbal and written communication skills. • Strong analytical and problem-solving abilities. • Ability to work in a fast-paced, high-pressure environment. Preferred Qualifications: • ITIL Foundation Certification or equivalent. • Experience with CRM or ITSM tools such as Zoho Desk or any other ITSM tool. • Familiarity with cloud-based applications