Service Desk Analyst

About the Role

The Service Desk Analyst serves as the first point of contact for IT-related incidents, service requests, and user support across the organization. This position requires timely resolution of issues, excellent communication skills, and strict adherence to IT service management standards to ensure seamless operational support.

Key Responsibilities

• Provide first-level technical support for hardware, software, network, and application-related issues
• Log, track, prioritize, and resolve incidents and service requests using the service desk ticketing system
• Escalate unresolved issues to appropriate internal teams while maintaining ownership until closure
• Monitor system alerts and proactively identify potential issues
• Ensure compliance with service level agreements (SLAs)
• Maintain accurate documentation of incidents, solutions, and standard operating procedures
• Provide user guidance and basic training on IT systems and tools
• Collaborate with internal teams to improve service delivery and operational efficiency

Educational Qualifications

• Bachelor's degree (BSc) in a strictly relevant course
• Full-time degree from an accredited institution
• Minimum grade: Credit (not Third Class or Pass)

Experience Requirements

• Minimum 3 years of relevant experience in IT support or service desk operations
• Consistent employment history (tenure of 3 years or more per organization preferred)

Age Requirements

• Maximum age: 38 years old