Service Desk Management/Analyst

Role

• First point of contact for IT incidents via Chat, Phone & Email
• Incident logging, categorization & resolution within SLA targets
• Technical troubleshooting Windows, M365, Active Directory, VPN
• Strong understanding of SLA metrics: FRT, MTTR, FCR & CSAT
• First Call Resolution (FCR) focus across all support channels
• Shift handover documentation & ticket queue management
• ITIL Foundation certified (preferred)
• Flexible for rotational shifts incl. nights, weekends & holidays.
• Tools: ServiceNow / Jira

Must Have

• Strong communication and customer service skills
• Basic understanding of IT infrastructure (Windows OS, networking, applications)
• Knowledge of ITIL processes (Incident, Request, Problem Management) is preferred
• Ability to troubleshoot and resolve basic technical issues
• Familiarity with ServiceNow ticketing tool
• Good analytical and problem-solving skills
• Ability to multitask and work in a fast-paced environment