Service Desk Analyst 1

Roles and Responsibilities :

• Manage IT service requests through ticketing tools such as ServiceNow, ensuring timely resolution of issues.
• Provide Level 3 support for complex technical problems, collaborating with internal teams to resolve incidents.
• Develop and maintain documentation for ITSM processes, including SLAs and KPIs.
• Analyze data to identify trends and areas for improvement in the service desk operations.

Job Requirements :

• 1-6 years of experience in a similar role within retail or hospitality industries.
• Strong understanding of ITIL principles and practices (ITSM).
• Proficiency in POS systems (Service Desk) and ability to troubleshoot technical issues.