Service Desk Analyst

Job description -

Act as the first point of contact for end-users requiring assistance via SysAid ticketing systems and Emails

Provide support in English, ensuring timely and effective resolution of incidents and service requests as per provided SoPs

Handle L1 support activities like :

Ticket Logging

First-Level troubleshooting based on SOPs

Assign tickets to correct team Qs

Manage ticket escalations through SysAid platform and user communication

Escalate unresolved incidents to appropriate support teams while maintaining ownership until closure.

Ensure adherence to SLA (Service Level Agreements) and ITIL best practices.