Sr Analyst

Job Summary

A service desk is the central point of contact between users and an organization’s IT department, handling technical issues, service requests, and queries. Unlike a traditional helpdesk, it takes a proactive approach by managing incidents, service requests, and changes to IT systems, ensuring minimal downtime and maintaining business continuity. It supports enterprise-wide service delivery, operational continuity, and IT management efficiency.

Key Roles and Responsibilities

1. Service Desk Agent / Analyst

• First point of contact for users via phone, email, or service portal 
• Log, categorize, and prioritize incidents to ensure timely resolution 
• Provide initial diagnosis and resolve basic technical issues, escalating complex problems to specialists 
• Maintain records of incidents and service requests, ensuring accurate documentation for reporting and analysis 
• Deliver excellent customer service, communicating updates and guidance clearly to users 

2. IT Support Specialist / Technician

• Handles complex technical issues beyond the scope of front-line agents, such as network failures, server problems, or software malfunctions 
• Performs advanced troubleshooting and implements solutions requiring specialized knowledge
• Supports agents by providing technical guidance and ensuring efficient problem resolution 

3. Service Desk Manager / Supervisor

• Oversees daily operations of the service desk, ensuring SLAs are met and service quality is maintained 
• Manages the team, coordinating tasks, supervising agents, and handling escalations 
• Analyzes performance metrics and generates reports to inform management decisions and improve service delivery 
• Implements IT policies and procedures, ensuring compliance, security, and optimal IT infrastructure functionality 

Key Responsibilities

SD- French

Skill Requirements

Other Requirements