Service Desk Analyst

We are seeking a  proactive and detail-oriented Service Desk Analyst  to join our team. This role will be the  first level of response  for service-related alarms and incidents whether they originate from client reports or internal monitoring systems. The position requires  excellent communication skills   technical troubleshooting abilities and a commitment to ensuring quick and effective resolution of role includes participation in an  on-call rotation  to provide 24 / 7 support coverage.

This role works closely with platform engineering operations and customer success teams serving as the  first point of contact  for service-related incidents and alarms.

What Youll Do :

• Monitor and act upon incidents and alarms from our platform in real time.
• Respond to incident tickets with clear and professional communication.
• Follow service runbooks to troubleshoot problems efficiently.
• Analyze system logs and perform queries using Grafana and other monitoring tools.
• Escalate issues to the appropriate teams when needed providing detailed incident reports.
• Work proactively to identify and address potential issues before they escalate.
• Maintain agility and responsiveness in incident handling to minimize downtime.
• Participate in scheduled on-call rotations to ensure continuous system availability.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Qualifications :

Basic Qualifications :

Preferred Qualifications :

Additional Information :

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Remote Work : No

Employment Type : Full-time

Key Skills

Editorial,Catering,B2C,Camp,Computer Engineering

Experience : years

Vacancy : 1