Service Desk Analyst

• Strong customer service mindset with excellent verbal and written communication skills.
• Ability to prioritize competing activities and perform effectively in a fast-paced support environment.
• Experience working with ticketing, case management, or IT service management platforms.
• Strong organizational skills and attention to detail.
• Ability to analyze information, assess priorities, and make sound decisions under pressure.
• Demonstrated ability to work collaboratively across multiple teams and stakeholders.
• Experience managing customer communications and expectations throughout a support engagement.
• Understanding of service desk operations, incident management, request fulfillment, and escalation processes.
• Minimum of 2-3 years of customer service, service desk, technical support, or IT operations experience.
• ITIL Foundation certification is considered an asset.
• Experience with ServiceNow is required.
• College education, or equivalent experience in an IT service desk environment.
• Basic IT troubleshooting skills, with the ability to diagnose common hardware, software, and connectivity issues.
• Working knowledge of MS Windows and MS Office in addition to IT service management platforms.
• Ability to adhere to defined processes and procedures, suggest improvements, and work within established project methodologies.
• Availability to work rotational shifts in a 24x7 operation.

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• Serve as the first point of contact for inbound customer incidents, service requests, and support inquiries received through phone, email, and support portals.
• Create, document, and maintain accurate support records to ensure complete case visibility throughout the support lifecycle.
• Review incoming requests and determine the appropriate priority, impact, urgency, and assignment path.
• Validate customer support entitlements, service eligibility, and request scope based on defined service offerings.
• Perform initial triage and gather relevant business and technical information to support efficient resolution.
• Route incidents, requests, and escalations to the appropriate support teams while ensuring all required information is captured.
• Monitor and manage ticket queues to ensure service level agreements (SLAs) and response targets are met.
• Proactively manage aged, stalled, or at-risk tickets through follow-up, reassignment, and escalation activities.
• Provide timely customer updates and communicate status, next steps, and resolution expectations.
• Participate in quality assurance reviews and contribute to the continuous improvement of support processes and customer experience.
• Identify recurring issues and support problem management initiatives by recognizing trends and escalating opportunities for improvement.
• Collaborate with support engineers, operations teams, and service delivery teams to ensure seamless customer support.
• Provide clients with problem reference and request numbers and log all troubleshooting and resolution steps directly in the ticket.
• Document resolutions and contribute updates to self-help and knowledge base content to support first-contact resolution.
• Assist with cross-training teammates and share quick fixes to build team-wide troubleshooting knowledge.
• Resolve customer issues via telephone, email, chat, and web sessions, maintaining a working knowledge of data and voice network concepts.