Service Desk Technical Support Analyst

Job Description:

Responsibilities

• Respond to technical support requests via phone, email, or ticketing system in accordance with defined procedures and SLAs.
• Research and diagnose incidents using available tools and knowledge bases to resolve hardware, software, application, or basic network-related issues.
• Log all interactions and accurately document activities, findings, and outcomes in the incident management system.
• Triage and assign unresolved issues to appropriate second-level support teams while ensuring complete and clear documentation.
• Monitor and follow up on pending tickets, proactively driving them to resolution to meet service expectations.
• Identify and escalate high-priority incidents requiring immediate attention.
• Stay updated on system changes, software updates, and process improvements.
• Adhere to organizational policies on attendance, work schedules, code of conduct, and quality standards.
• Participate in initial screening for recruitment processes as needed.

Experience

• 1–3 years of experience in a technical service desk or helpdesk role supporting global clients.