Service Desk Analyst

Job Summary

We are seeking a skilled Service Desk Analyst to deliver proactive and responsive support, ensuring smooth issue resolution and appropriate escalation when necessary. This role requires strong technical abilities and clear communication to create value for clients by providing excellent service and upholding our organization’s reputation.

Responsibilities

• Act as the first point of contact for technical support via web portal, email, or phone
  

• Perform remote troubleshooting and initial triage
  

• Identify and apply the best solutions or escalate issues as needed
  

• Ensure proper ticket management, including documentation, clear handovers, and resolution notes
  

• Provide L1/L2 support, including Microsoft suite, Azure, Citrix, and server administration
  

• Provide L1 Citrix and AVD support by troubleshooting user issues, ensuring connectivity, and assisting with basic administration
  

• Conduct daily health checks, log and respond to findings; escalate where necessary
  

• Follow existing processes and documented procedures consistently
  

• Create and maintain knowledge articles and solutions
  

• Relay client feedback to internal teams and help enhance service efficiency
  

• Identify and suggest process improvements
  

• Complete assigned tasks and tickets within agreed SLA targets while maintaining quality and accuracy
  

Requirements