Service Desk Analyst

About the role

The Service Desk Analyst is the first point of contact for customers seeking assistance from the Managed Services organization, ensuring incidents, service requests, and support inquiries are properly assessed, documented, triaged, and routed for resolution.

Key responsibilities

• Serve as the first point of contact for inbound incidents, service requests, and support inquiries via phone, email, and support portals.
• Create, document, and maintain accurate support records throughout the support lifecycle.
• Review incoming requests, determine priority, impact, urgency, and assign to the appropriate support path.
• Validate customer entitlements, service eligibility, and request scope based on defined offerings.
• Perform initial triage, gather business and technical information, and route incidents to the correct support teams.
• Monitor ticket queues to meet SLAs and proactively manage aged or at‑risk tickets.
• Provide timely updates to customers, communicating status, next steps, and resolution expectations.
• Participate in quality assurance reviews and contribute to continuous improvement of support processes.

Required profile

• Strong customer service mindset with excellent verbal and written communication skills.
• Ability to prioritize competing activities in a fast‑paced support environment.
• Experience with ticketing, case management, or IT service management platforms.
• Strong organizational skills and attention to detail.
• Ability to analyze information, assess priorities, and make sound decisions under pressure.
• Demonstrated collaborative work across multiple teams and stakeholders.
• Minimum 2‑3 years of customer service, service desk, technical support, or IT operations experience.
• Availability to work rotational shifts in a 24x7 operation.

Required skills

• ServiceNow (required).
• ITIL Foundation certification (asset).
• Basic IT troubleshooting of hardware, software, and connectivity issues.
• Working knowledge of Microsoft Windows and Microsoft Office.

What we offer

• Combined health insurance (medical, dental, vision) and employee assistance program.
• Wellness program, profit sharing, life and disability insurance, tuition reimbursement.
• PTO, holidays, parental leave, sick leave, bereavement.
• Employee discount program and additional perks.