IT Support Desk Analyst

Roles & Responsibilities

IT Support Desk Analyst

Key Responsibilities

• Manage new tickets from customers via phone, portal, and email
• Respond to all tickets in a timely and professional manner
• Coordinate with the technical team to manage assignments and update customers
• Handle calls and queries effectively
• Escalate tickets that are not in compliance with the SLA
• Generate reports as required
• Maintain accurate and up-to-date records
• Ensure all tickets are closed appropriately

Key Requirements

• Minimum 2 years’ experience in a similar IT support/helpdesk role
• Strong communication skills (verbal and written)
• Ability to multitask and manage queries efficiently
• Basic knowledge of IT systems and troubleshooting
• Ability to work well within a team
• Customer service orientation with problem-solving skills