Service Desk Analyst

Relevant tertiary degree in systems, computer sciences or similar. 1-2 years of experience in a service desk environment. Ideally familiarity with ITIL principles and/or certification. SAP experience would be a definite advantage. Communicate effectively in English. Proven interpersonal skills and problem-solving attitude.

Act as the first line of support for customers via Service Desk platform, phone, and email. Record, categorize, and prioritize incidents and requests within the ITSM tool. Perform initial diagnosis and resolution, escalating when required. Participate in level one service requests and incidents. Maintain communication with customers and consultants to meet SLA targets. Follow ITIL processes for incident, problem, and change management. Contribute to knowledge base articles and service improvement initiatives. Attend team meetings and training. Perform analysis on timesheet entries for accuracy. Support the transition process for new customers. Train internal consultants and customers in ITSM Tool and Timesheet System. Update process flows and work instructions. Identify Event Management alerts and execute the process. Participate in annual EULA review and audit activities. Participate in the generation of monthly support desk reports.