As a Service Desk Analyst, you will be responsible for providing frontline IT support, including Incident, Problem, Change, Request, Configuration, and Event management
- This role requires expertise in IT Service Management (ITSM) principles, SLA/KPI adherence, and proficiency in Microsoft 365 (M365)
- The ideal candidate will excel in collaboration, possess strong communication skills, and work effectively with various support organizations
Responsibilities
- ITSM Support: Provide first-level support for Incident, Problem, Change, Request, Configuration, and Event management
- Ensure timely and accurate documentation of all service desk activities
- SLA/KPI Adherence: Monitor and adhere to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Strive to meet or exceed performance targets to enhance end-user satisfaction
- M365 Support: Assist users with Microsoft 365-related issues, including email, collaboration tools, and other M365 applications
- Collaborate with M365 administrators for advanced issue resolution
- End-User Support: Provide excellent customer service to end-users, addressing IT-related queries and issues
- Escalate complex issues to higher-level support teams as needed
- Collaboration: Collaborate with various support organizations and IT teams to resolve issues efficiently
- Participate in cross-functional teams for continuous improvement initiatives
- Governance Understanding: Understand and follow IT governance policies and procedures
- Contribute to the maintenance of a secure and compliant IT environment
Qualifications Education:
- Bachelors degree in Information Technology, Computer Science, or a related field is preferred
- Experience: Minimum of 3 years of experience in a service desk or IT support role
- Experience with ITSM processes and tools
- Technical Skills: Proficiency in Microsoft 365 applications
- Familiarity with Incident, Problem, Change, Request, Configuration, and Event management processes
- SLA/KPI Management: Understanding of SLA and KPI metrics in a service desk environment
- Ability to work efficiently to meet or exceed performance targets
- Communication Skills: Excellent verbal and written communication skills
- Ability to communicate technical information in a clear and concise manner
- Customer Focus: Strong customer service orientation with a focus on end-user satisfaction
- Ability to empathize with users and provide effective solution
