Service Desk Analyst

Role : Provide technical support to global SaaS clients, ensuring client satisfaction through prompt issue resolution. Responsibilities : Troubleshoot application / system issues via SQL queries and analysis. Manage incident tickets and communicate status updates. Conduct screenshare sessions for issue resolution. Escalate critical issues and manage SLAs. Maintain a Knowledge Base. Participate in daily operations meetings. Technical Skills : Advanced Excel (VLOOKUP, etc.). Basic SQL. Call Center / WFM reporting experience. Ticketing system familiarity (FreshDesk, etc.). Required Qualifications : Advanced English proficiency. 3 to 6 years SaaS technical support experience. Managerial experience, including recruitment and training. Bachelor's Degree. Desired Qualifications : ITIL certification. Ability to meet deadlines. Strong communication and leadership skills.