The Service Desk Analyst plays a critical role in providing first-line support and resolution to IT- related incidents and service requests from colleagues. They are responsible for ensuring timely and efficient troubleshooting, incident management, and customer service delivery. The Service Desk Analyst serves as the single point of contact for technical assistance, monitoring systems, helping users to resolve IT incidents and events while maintaining high levels of customer satisfaction at the Service Operations Centre as per ITIL guiding principles

Responsibilities

Ensure all incidents are logged on the ITSM tool – Service Now. Prioritize and categorize incidents based on urgency, following established procedures & service level agreements and correctly assigned to appropriate support group for resolution.
Perform initial analysis and troubleshooting, attempting to resolve service interruptions at the first point of contact.
Management, ownership, and handling of incidents throughout their lifecycle and ensuring regular feedback is shared to users as per the ITIL guidelines.
Escalating complex or unresolved incident to appropriate technical teams with comprehensive details and supporting documentation.
Monitor service desk phone lines and emails to ensure all incidents are responded to and resolved.
Providing IT Service management information and associated reports.
Develop service trends and ensure that effective service improvement measures are in place

Preferred

Bachelor's degree in Information Technology, Computer Science, or a related field.
ITIL V4 Foundation. ITIL Service Practioner would be an added advantage
Strong knowledge of desktop operating systems (Windows, macOS), productivity software (Microsoft Office), and common business applications. Certifications in CompTIA A+, Microsoft Certified Professional, Linux are an added advantage
2 years of experience as a Service Desk Analyst or in a similar technical support role, preferably within the banking or financial services industry.