Business Service Desk Analyst

About the role

We are looking for a Business Service Desk Analyst to provide first‑line technical support for IT and telecommunications services. The role involves troubleshooting, managing incidents and service requests, and ensuring service levels are met for enterprise customers.

Key responsibilities

• Diagnose and resolve hardware, software, network and telecom issues across the organization.
• Log, triage and prioritize incidents and service requests using ServiceNow or a comparable ITSM platform.
• Escalate complex problems to higher‑level support while maintaining clear communication with users and vendors.
• Monitor and enforce SLA targets, ensuring timely resolution and accurate documentation.
• Produce and maintain technical documentation and knowledge‑base articles.

Required profile

• 3–6 years of experience in a Service Desk, Business Service Desk, Technical Support or NOC environment.
• Experience operating at Level 1.5/2 support with exposure to enterprise customer support and vendor coordination.
• Relevant certifications in networking, Microsoft technologies or ITIL are a plus.

Required skills

• Strong troubleshooting across IT and telecommunications domains.
• Good knowledge of networking fundamentals, enterprise connectivity and telecom products/services.
• Proficiency with ServiceNow or similar ITSM tools.
• Understanding of Incident Management, Request Management, ticket triage, escalation handling and SLA management.