Senior Analyst – Service Desk

Key Responsibilities

• Provide Level 1 remote desktop support through phone, email, and chat.
• Diagnose and resolve hardware, software, and network-related issues within defined SLAs.
• Handle service desk tickets and ensure timely and accurate resolution.
• Maintain quality standards related to technical support, communication, and process compliance.
• Drive First Call Resolution (FCR) while maintaining required Average Handling Time (AHT).
• Minimize rejected resolutions, reopened tickets, and repeat incidents.
• Maintain high login efficiency and availability.
• Update ticket worklogs, resolution details, and case documentation accurately.
• Follow defined shift and escalation processes.
• Escalate complex or unresolved issues to L2/L3 support teams or technical specialists.
• Contribute to knowledge base updates and other value-added activities.
• Continuously develop technical and process knowledge.

Mandatory Skills

• Service Desk
• Level 1 IT Support
• Remote Desktop Support
• Hardware and Software Troubleshooting
• Basic Network Troubleshooting
• Ticket Management
• SLA Management
• Customer Support
• Incident Resolution
• Good verbal and written communication

Preferred Skills

• Cisco Wide Area Networking (WAN)
• Network Troubleshooting