Service Desk Analyst

Position Overview

Experienced service desk professional responsible for first-line support, ticket management, and customer service for GCP cloud operations. Handle user requests, incident triage, and service request fulfillment. Experience Requirements

• Minimum : 2+ years in IT service desk, help desk, or technical support
• Preferred : 4+ years with cloud services support and ITSM processes
• Industry : Experience with enterprise IT service management Technical Skills Service Management
• ITIL framework and service management processes
• Ticket management and workflow systems (ServiceNow)
• Incident, problem, and change management
• Service level agreement (SLA) management
• Knowledge management and documentation
• Customer service and communication skills Technical Support
• Basic cloud infrastructure concepts
• User access management and troubleshooting
• Application support and troubleshooting
• Remote support tools and techniques
• System monitoring and basic analysis
• Escalation procedures and coordination GCP Skills (Required) Basic GCP Knowledge
• Console : Navigate GCP Console and basic resource management
• IAM : User access management and role assignments
• Compute : Basic GCE and Cloud Storage support
• Monitoring : Read dashboards and basic alert triage
• Billing : Basic cost monitoring and usage analysis Support Functions
• User onboarding and access provisioning
• Basic resource requests and provisioning
• Service health monitoring and reporting
• Integration with existing McDonald's tools
• Self-service portal support and guidance Certifications (Preferred)
• ITIL Foundation (Required)
• Google Cloud Digital Leader or Associate Cloud Engineer Other Skills
• Communication : Excellent verbal and written communication skills
• Customer Service : Professional demeanor and customer-focused approach
• Problem Solving : Analytical thinking and systematic troubleshooting
• Documentation : Clear and accurate record keeping
• Multi-tasking : Handle multiple tickets and priorities simultaneously
• Learning : Quick learner with technology and process adaptation
• Languages : Multilingual capabilities preferred for global support

Skills Required

Itil, Servicenow, Iam, Cloud Storage