Service Desk Analyst

Once issues are assessed and identified, the Service Desk either resolves them or escalates them to the appropriate downstream resources for further analysis and resolution. First-tier issues typically involve devices, software, network, or telecommunications and are generally resolved using available tools or expertise.

Service Desk staff are expected to manage incidents, requests, and tasks using available systems and tools. Maintaining and updating knowledge documentation is a critical function. All support documentation is stored in a centralized catalogue and must be updated to reflect changes such as process updates, contact information, role restructuring, or vendor changes.

Additionally, when new systems, features, or functions are introduced, the Service Desk must ensure documentation is created or updated to describe the changes, including support processes and assigned resources. This ensures proper handling of user issues and inquiries.

The Service Desk plays a key role in incident management due to its visibility into end-user communications across the organization. Staff are expected to provide insights into the nature, impact, and resolution progress of issues. Responsibilities include gathering and summarizing information, and working with leadership to communicate updates to end users, enabling appropriate planning for system downtime or interruptions.

Service Desk staff work within the incident management framework to restore services as quickly as possible in coordination with relevant teams.

The Service Desk Analyst performs core functions of the Service Desk, including resolving Tier 1 incidents, requests, and tasks in a timely manner. They are also responsible for escalating unresolved issues to Tier 2 and Tier 3 teams. The role requires a basic understanding of common end-user issues related to devices, software, network, and telecommunications systems.

The analysts knowledge enables effective resolution, triage, escalation, documentation, communication, and tracking of incidents and system events.

• Provide technical support for desktops, laptops, servers, network connectivity, business applications, and VoIP telephone systems, with strong attention to detail.
• Resolve Tier 1 Service Desk incidents or escalate Tier 2 and Tier 3 issues to the appropriate teams.
• Analyze and break down reported incidents to determine appropriate resolution or escalation paths.
• Accurately document incidents, requests, tasks, and user needs within established Service Level Agreements (SLAs).
• Follow and maintain standard Service Desk operating procedures.

• Minimum of three (3) years of experience supporting PC hardware, Windows operating systems, and standard desktop applications.
• Basic knowledge of systems Producted through work experience or education.
• Ability to assess user needs and adjust support based on the users technical proficiency.
• Strong ownership and accountability for tasks from initiation through resolution.
• Competence in Service Desk operations, workflows, applications, and IT systems, along with a general understanding of business processes.
• Effective oral, written, and interpersonal communication skills.
• Ability to gather relevant data, document issues clearly, and resolve Tier 1 Service Desk problems.
• Ability to collaborate with internal and external teams to resolve issues.
• Strong time management skills with the ability to meet SLA timelines.
• Excellent customer service skills, including the ability to de-escalate situations and ensure positive user experiences.

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