Senior Service Desk Analyst

𝗖𝗼𝗿𝗲 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀

✅ Single Point of Contact (SPOC) for all IT incidents and service requests

✅ Log, categorize, and prioritize tickets in the ITSM platform

✅ First-line troubleshooting - password resets, account unlocks, M365 issues, app/printer/workstation support

✅ First Contact Resolution and SLA-driven incident management

✅ Process standard service requests (account creation, access, software/hardware requests)

✅ Monitor service desk queues and infrastructure alerts

✅ Escalate complex issues to L3 teams with complete troubleshooting notes

✅ Keep users informed and confirm resolution before closure

✅ Maintain knowledge articles and conduct structured shift handovers for 24/7 continuity