Job Description
Our client a dynamic Information Technology services company that partners with leading global organizations to deliver innovative, high-quality IT solutions is looking for a Service Desk Analyst to join their growing team.
As a Service Desk Analyst (Tier 2), you will independently manage incidents and service requests, ensuring efficient resolution and high service quality. You will act as the core engine of the Service Desk, balancing ticket handling, monitoring, and coordination across teams while contributing to continuous improvement.
Responsibilities
- Own incidents and service requests end-to-end
- Perform effective triage, troubleshooting, and resolution of moderate complexity issues
- Monitor systems, alerts, and events, correlating signals to identify and respond to incidents early
- Manage ticket queues, backlog, and priorities in line with SLAs
- Coordinate with resolver groups and stakeholders to ensure ti...