Service Desk Analyst

📋 Description

• Ensure punctual login to the phone system and manage calls per SLAs
• Log incidents and requests in the service management tool
• Troubleshoot Outlook, Teams and apps like OneDrive/Forms
• Provide first-line investigation and diagnosis where applicable
• Close resolved incidents with accurate closure codes
• Keep users informed of progress, especially after SLA breach

🎯 Requirements

• Any graduate
• Incident Management experience
• Knowledge of ITIL functions
• Experience using incident logging tools
• Excellent interpersonal and communication skills
• Ability to work under pressure