About this role
Our client is seeking an IT Service Desk Analyst to join their team on a contract basis. In this role, you will provide first-level support to internal customers through the ticketing system, adhering to defined ITIL processes. You will be responsible for ensuring high-quality service delivery and contributing to the continuous improvement of the service desk operations.
Key Responsibilities:
- Provide first-level support to internal customers via the ticketing system.
- Be logged in and available to answer calls through the global Service Desk call center solution.
- Actively participate in team meetings and suggest opportunities for continual improvement.
- Support Service Desk KPI and TTI measures to ensure performance standards are met.
- Be part of a rotated on-call team during weekends, with an expectation of being on-call once a month.
- Develop and maintain both technical and procedural documentation for the service desk.
Required Skills & Qualifications:
- Experience in IT Service Desk or technical support roles.
- Familiarity with ITIL processes and service management frameworks.
- Strong communication and interpersonal skills.
- Ability to work in a fast-paced environment and handle multiple tasks.
- Proficiency in using ticketing systems and remote support tools.
Experience:
- 2-4 years of relevant experience in IT support or service desk roles.
What we offer:
- Opportunity to work in a dynamic and collaborative environment.
- Chance to develop your skills and advance your career in IT support.
- Exposure to a variety of technologies and processes within a global organization.
This role is managed by AI-First Talent on behalf of our client. Your application is reviewed directly by our talent team.