Service Desk Analyst

About the role

The Service Desk Analyst provides first‑line technical support to employees, partners and vendors across a range of corporate, enterprise and government services. Working in a fast‑paced environment, you will handle incidents and service requests via phone, email, chat and alerts while ensuring high‑quality, customer‑first service.

Key responsibilities

• Deliver Level 1.5/Level 2 support for incidents and service requests, adhering to defined processes and SLAs.
• Provide multi‑channel support (phone, email, chat, alerts) and resolve issues independently.
• Collaborate with internal specialist teams, external vendors and Major Incident Managers during high‑priority incidents.
• Maintain and improve Standard Operating Procedures, knowledge bases and onboarding materials.
• Participate in continuous improvement initiatives, including automation and AI‑driven productivity enhancements.
• Execute time‑sensitive operational tasks such as BCP activations and retail store support.

Required profile

• 3‑5 years of Service Desk experience handling voice calls.
• Proven ability to diagnose and resolve technical issues across networking, cloud and collaboration tools.
• Strong focus on in‑team resolution and service ownership.
• Experience working with ITSM tools (e.g., ServiceNow) and remote support technologies.

Required skills

• Basic networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPN).
• O365 and Windows support.
• ServiceNow or equivalent ITSM platform.
• Monitoring and alerting platforms.
• Citrix remote support.
• WAN, SD‑WAN, fiber, 4G/5G connectivity.
• Firewalls and network security (Fortinet, Meraki, Cisco devices).
• Cloud telephony (Cloud Phone, Voice Connect).
• Collaboration tools (Webex, Microsoft Teams).
• Contact‑center platforms (Genesys Cloud).