Help Desk Analyst

We’re looking for a Service Desk Analyst to support our user community by documenting, triaging, and resolving IT service requests that come in through phone, email, and online channels. In this role, you’ll be a key point of contact for end users and will coordinate assignment and follow-through with appropriate IT teams to ensure timely, effective resolution and a great customer experience.

What you’ll do

• Serve as the first point of contact for IT support requests received via phone, email, and online ticketing
• Document incidents and service requests clearly and completely in the ticketing system
• Troubleshoot and resolve common issues; escalate appropriately when needed
• Coordinate assignment of requests to the correct IT staff or resolver groups
• Track ticket progress and ensure timely updates, communication, and closure
• Follow defined IT Service Management (ITSM) / ITIL processes for incident, request, and escalation handling
• Contribute to improved support by identifying patterns, recommending solutions, and supporting knowledge documentation

What we’re looking for