Service Desk Analyst

Responsibilities:

Acts as the primary point of contact for inquiries and issues raised by both internal and external users.

Ensures client and project stakeholder satisfaction by minimizing rework and consistently meeting deliverable requirements, service levels, and specific performance targets.

Steps in as a backup resource during contingency situations to maintain continuity of operations.

Participates in periodic reviews of ticket updates from L2 Support, performing follow-ups with the team to ensure timely updates and resolution in compliance with SLA deadlines.

Performs administrative responsibilities, including the preparation of ad-hoc reports by gathering, interpreting, and analyzing data to develop actionable insights that improve processes and optimize results.