Service Desk Analyst

Job Description:

We are seeking a Service Desk Analyst to provide first-line support to end users by resolving technical issues, answering queries, and ensuring excellent customer service through various communication channels, including email, phone, and chat. The ideal candidate will be proactive, customer-focused, and able to work efficiently in a dynamic environment.

Key Responsibilities:

• Respond to customer queries/issues via email, phone, and chat in a professional and timely manner.
• Ensure adherence to phone/chat SLAs and provide first-contact resolution whenever possible.
• Log and track incidents using the Service Management tool and escalate when necessary.
• Communicate expected response times and keep users informed of progress.
• Use knowledge base tools and technical resources to identify and resolve incidents effectively.
• Follow best practices in ticket management, ensuring daily updates and consistent follow-up.
• Attend team meetings and actively contribute to team goals and improvements.
• Coordinate efficiently with other resolution groups to ensure minimal call transfers and timely updates.
• Maintain daily logs of tasks performed and submit them to supervisors as required.
• Manage and monitor the entire service request lifecycle, ensuring adherence to SLA commitments.
• Clearly communicate challenges or delays to supervisors as they arise.
• React to change productively and complete other tasks as assigned.
• Deliver outstanding customer care and service at all times.
• Provide shift handover reports and ensure equal distribution of work during shifts.
• Adhere to company policies, SOPs, and data confidentiality standards.
• Collaborate with peers to maintain high-quality support standards.
• Take ownership of self-development through daily tasks, training, and learning tools.
• Be punctual and available at the scheduled shift start time.

Required Skills & Qualifications:

• Proven experience in customer support or a service desk role.
• Strong problem-solving and conflict-resolution skills.
• Familiarity with CRM and ITSM tools (e.g., ServiceNow, Zendesk, Salesforce).
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize, and manage time effectively.
• Strategic thinking with strong analytical abilities.
• Bachelor’s degree in any field.