Service Desk Analyst

Do you enjoy solving technical issues and helping users get back to work quickly?

Do you feel comfortable working with tickets, prioritizing incidents, and providing remote support?

Are you motivated by delivering high-quality service and meeting operational metrics in a structured environment?

If so, this could be the role for you.

We are seeking a Service Desk Analyst to join our Service Desk team. In this role, you will provide first-level technical support to users across different locations, ensuring timely resolution of incidents and an excellent end-user experience within a Managed Operations model.

What you'll do

• Provide support and resolution for incidents reported by users via phone, email, or ITSM tools.

• Register, classify, and prioritize tickets according to defined SLAs.

• Perform initial diagnosis and troubleshooting of hardware, software, corporate applications, and access management issues.

• Escalate incidents to second-level support or specialized teams when required.

• Track, follow up, and close tickets ensuring proper communication with users.

• Document solutions and procedures in the knowledge base.

• Deliver remote support to users across multiple sites.

• Meet productivity and quality metrics defined by the Service Desk operation.