Service Desk Analyst

Job Description

Job Summary

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We are looking for a Service Desk Analyst with around 2 years of experience providing technical support to users through phone and chat. The ideal candidate should have hands-on experience with ServiceNow, strong troubleshooting skills, and the ability to document incidents accurately while following established procedures and escalation processes.

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Key Responsibilities

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• Handle incoming service desk calls and chats and provide timely assistance to users.

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• Troubleshoot user issues and determine the appropriate resolution or escalation path.

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• Create and update ServiceNow tickets with accurate documentation of requests, troubleshooting steps, resolutions, and outcomes.

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• Follow established Standard Operating Procedures (SOPs) and escalation procedures.

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• Identify recurring issues and communicate opportunities for process and service improvements.

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• Maintain confidentiality when handling sensitive user, business, and company information.

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• Meet individual and team Service Level Agreement (SLA) targets, including response time, resolution time, and quality metrics.

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• Provide a professional and customer-focused support experience on every interaction.

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• Maintain accurate ticket records to support reporting, tracking, and service improvement initiatives.

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• Escalate unresolved or complex technical issues to the appropriate support team while ensuring proper ticket documentation and follow-up.

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Required Skills

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• 2+ years of Service Desk / Help Desk / IT Support experience.

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• Hands-on experience with ServiceNow or a similar ITSM/ticketing platform.

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• Strong troubleshooting and problem-solving skills.

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• Experience handling incidents, service requests, and support tickets.

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• Strong verbal and written communication skills.

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• Ability to follow SOPs, escalation procedures, and service-level requirements.

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• Strong attention to detail and accurate documentation skills.

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• Customer-centric approach with the ability to handle users profess

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