Become the backbone of a Service Desk team as a Tier 2 Analyst in a leading IT solutions company. Manage service requests while improving resolution strategies.
As a Service Desk Analyst, you will be instrumental in handling and resolving incidents efficiently. Your responsibilities will include effective communication with stakeholders and contribution to service documentation. Collaborate proactively with resolver groups to ensure seamless incident management.
Key Responsibilities:
• Own incidents and service requests throughout their life cycle
• Execute triage and resolve complex technical issues
• Monitor alerts and correlate events to mitigate incidents quickly
• Maintain ticket priorities and SLA compliance
• Assist in enhancing processes and knowledge documentation
Requirements:
• Experience in Service Desk operations at Tier 1 / Tier 2
• Solid grasp of IT systems and basic infrastructure
• Independent troubleshooting and resolution skills
• ...