Service Desk Analyst

📋 Description Serve as the primary contact for IT-related issues, inquiries, and service requests via various Log, classify, and prioritize incidents and requests using ITSM tools and following established Troubleshoot and resolve IT problems or escalate complex issues to appropriate support teams Provide clear, professional guidance to customers on appropriate courses of action and expected Monitor and track open tickets to ensure timely resolution and adherence to service level agreements Working in Shifts (rotational with night shift allowance) 🎯 Requirements 3 to 5 years of experience in managing L1 and L1.5 roles in call taking role. Advanced English language skills (both written and verbal) Strong problem-solving and analytical abilities to diagnose and resolve IT issues efficiently Customer-focused mindset Proficiency in using ITSM tools and ticketing systems Hardware, software and application troubleshooting experience.