Service Desk Analyst

Job Summary:

Service Desk Coordinator

Main Responsibilities:

Team Supervision

Manage a team of service desk technicians or support staff.

Provide guidance, coaching, and training to team members.

Monitor team performance and ensure adherence to service level agreements (SLAs).

Ticket Management

Receive, prioritize, and assign service requests and incidents to appropriate team members.

Ensure accurate and timely documentation of all tickets.

Monitor ticket queues to ensure timely resolution and escalation as needed.

Customer Support

Act as the point of contact for customers and end-users seeking technical assistance.

Respond to customer inquiries and resolve technical issues promptly.

Maintain a high level of customer satisfaction through effective communication and problem-solving.

Process Improvement

Identify opportunities to improve service desk processes and workflows.

Implement best practices to enhance efficiency and customer service.

Document and update standard operating procedures (SOPs).

Technical Knowledge

Stay up-to-date with IT industry trends and technologies.

Provide technical guidance and expertise to team members when needed.

Assist with complex technical issues and escalations.

Reporting and Metrics

Generate reports on service desk performance, including ticket volumes, response times, and resolution rates.

Analyze data to identify trends and areas for improvement.

Prepare regular reports for management.

Vendor and Asset Management

Manage relationships with IT vendors and service providers.

Assist in procurement and asset management activities as necessary.

Security and Compliance

Ensure compliance with security policies and procedures.

Assist in incident response and security-related tasks as required.

General Responsibilities

Maintain and update configuration documents.

Maintain assets and software licenses/subscriptions.

Vendor coordination and support.

Skills:

Handling any service desk ticketing tool.

Ticket registration via Phone and email

Logging and categorization of tickets

Assign the engineers.

Prepare and submit monthly reports.

Maintain SLAs and do timely escalations.

Proficient in Microsoft Office (Excel, Word)

Ability to speak and write clearly and accurately in English.

0 - 1 years of total experience

Manage Engine service desk application (Optional)

Proficient in Microsoft Office (Excel, Word)

Familiarity with the ITIL (Information Technology Infrastructure Library) framework is a plus