Service Desk Analyst

Key Responsibilities

. Serve as the primary point of contact for all inquiries and issues raised by internal and external stakeholders, ensuring timely and effective resolution.

. Drive client and stakeholder satisfaction by minimizing rework and consistently meeting deliverable requirements, service level agreements (SLAs), and defined performance targets.

. Act as a backup resource during contingency situations to ensure uninterrupted business operations and service continuity.

. Conduct periodic reviews of L2 Support ticket updates, proactively following up with teams to ensure timely progress and resolution in alignment with SLA commitments.

. Perform administrative and reporting duties, including the preparation of ad-hoc reports by collecting, analyzing, and interpreting data to generate actionable insights and support process improvements.