Service Desk Analyst

Service Desk Analyst

The primary responsibilities of the Service Desk Analyst :

Functional Responsibilities

• Ensure full availability of Service Desk telephone, email, and other channels of support during their shift.
• Provide telephone and email support for clients and users.
• Proactively monitor support mailboxes and log in to the system.
• Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in to the service desk tool.
• Create, document, and review work instructions to help deal with similar incidents and requests.
• Take full ownership of all open Incidents and Service Requests and update them daily at a minimum.
• Support Workplace Services in providing remote support to resolve users’ issues. Educate end-users on technology best practices, self-help resources, and preventive measures to enhance their knowledge and reduce recurring incidents.
• Maintain accurate and up-to-date documentation, including knowledge base articles and troubleshooting guides, to facilitate efficient issue resolution and knowledge sharing among the service desk team.
• Ensure that Service Desk operations directly contribute to strategic business objectives by minimizing downtime, enhancing user productivity, and supporting the continuous operation of critical IT services.
• Align all activities with IT and service management goals, ensuring that every service desk interaction contributes to MEEZA's overall business success and customer satisfaction.

Knowledge, Skills & Experience

Academic & Professional Qualifications

Experience

Skills and Requirements

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