Service Desk Analyst

Overview

Service Desk Analyst (Band 2)

Responsibilities

• Provide frontline support via tickets, email, and approved chat channels, ensuring accurate and timely responses.
• Log, categorise, prioritise, and manage incidents and service requests end-to-end within defined scope.
• Perform effective triage, troubleshooting, and resolution of standard and moderate-complexity issues.
• Handle routine operational tasks, service requests, and user support activities with minimal supervision.
• Monitor systems, alerts, and events, correlating signals where needed to identify and respond to incidents early.
• Manage ticket queues, backlog, and priorities in line with service levels and operational standards.
• Maintain clear, proactive communication with users, stakeholders, and resolver teams throughout the ticket lifecycle.
• Coordinate with resolver groups and support partners to ensure timely progr...