Service Desk analyst

About the Job Role:

We are seeking a detail-oriented and customer-focused Service Desk Analyst to join us. The ideal candidate will provide first-line technical support, troubleshoot issues, and ensure timely resolution of service requests. This role requires excellent communication skills, problem-solving abilities, and a commitment to delivering exceptional customer service.

Key Responsibilities:

• Serve as the first point of contact for customers requiring IT and technical assistance.

• Log, categorize, and prioritize service requests and incidents using the ticketing system.

• Escalate unresolved issues to higher-level support teams while ensuring timely follow-ups.

• Provide step-by-step guidance to customers and document resolutions for knowledge base improvement.

• Adhere to SLAs and KPIs, ensuring quality and efficiency in service delivery.

• Collaborate with internal teams to improve service desk processes and customer experience.

• Maintain confidentiality and data security in accordance with company policies.

Required Qualifications:

• Bachelor's degree in Computer Science, IT, or a related field (preferred but not mandatory).

• Prior experience in a service desk or technical support role within a BPO environment.

• Excellent verbal and written communication skills. • Strong analytical and problem-solving abilities.

• Ability to work in a fast-paced, high-pressure environment.

Preferred Qualifications:

• ITIL Foundation Certification or equivalent.

• Experience with CRM or ITSM tools such as Zoho Desk or any other ITSM tool.

• Familiarity with cloud-based applications