Opportunity Description
🌟 Role Overview
We are looking for a Service Desk Analyst with 2–3 years of experience to provide first-level IT support and ensure seamless end-user service operations.
This role involves managing incidents and service requests, ensuring SLA adherence, and delivering a high-quality customer support experience.
🔧 Key Responsibilities
- Act as the first point of contact for end-users via phone, email, and chat
- Log, categorize, prioritize, and track incidents and service requests in ticketing tools
- Provide L1 support for technical issues and service requests
- Ensure tickets are resolved within defined SLAs, or escalate to L2/L3 teams when required
- Maintain clear communication with users on status updates and resolution timelines
- Follow standard incident, request, and problem management processes...