Service Desk Analyst

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
• Create and maintain knowledge base articl...