Service Desk Analyst

Key Responsibilities

• Tiered Support Structure
• Tier 1 Support:
  • Manage user access requests (e.g., account provisioning, deactivation, license assignments).
  • Classify, prioritize, and escalate tickets appropriately to Tier 2.
  • Address general IT issues, perform password resets, and respond to basic end-user inquiries.
• Tier 2 Support:
  • Resolve application-related bugs and fixes.
  • Execute service and enhancement requests.
  • Support problem management and root cause analysis.
• Tier 3 Support Engagement:
  • Identify and escalate complex or unresolved issues to Tier 3 vendors (e.g., telecom providers, software vendors).
  • Liaise with external support ecosystem to ensure resolution and closure.
  • On-Site Responsibilities (for office-based analysts)
  • Provide physical support for meeting room equipment, printer issues, and desktop hardware.
  • Perform IT setup and hardware provisioning for new hires.
  • Remote Support Responsibilities
  • Respond to tickets assigned via ServiceNow for remote users.
  • Coordinate with field users for software installations, remote diagnostics, and follow-ups.
• Service Delivery
  • Deliver support within agreed service windows: 8 AM – 5 PM local time, with a 1-hour lunch break.
  • Maintain professional communication with end users, ensuring timely updates and resolution.
  • Adhere to internal procedures for ticket classification and documentation within ServiceNow.

Required Qualifications

• Technical diploma or associate degree in Information Technology or a related field preferred.
• ITIL Foundation certification is a plus.
• Vendor certifications (e.g., Microsoft, CompTIA A+) are advantageous

Preferred Skills & Experience

Soft skills

• Action-oriented – Takes on new challenges; completes tasks quickly; likes to get assigned work done right away; self starter who does not wait for directions/actions from others to start; displays self-initiative; volunteers for assignments; beats deadlines; takes on more than is asked.
• Analytical & Conceptual Thinking - Systematically investigating, studying, or otherwise breaking down a problem using logical reasoning and drawing accurate and appropriate conclusion.
• Attention to Detail – Is thorough when performing work; conscientious about attending to detail; few errors in work performed.
• Customer Service-Oriented – Is committed to continuous improvement of services; works with clients and customers, the general public, individuals who work in the agency, other agencies, or organizations outside government to assess their needs, provide information or assistance, resolve their problems or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
• Problem Solver - technically capable of determining what's wrong in complex situations and offering potential solutions
• Reliable – Very dependable as reflected in attendance at work; conscientious about completing work; demonstrates consistent performance; regularly meets or exceeds deadlines.
• Resilience - Deals effectively with pressure; remains optimistic and persistent, even under adversity; recovers quickly from setbacks
• Results Focus – Focused on timely achievement of set goals and objectives. Ability to manage resources to produce desire results.
• Self-Management – Sets well-defined and realistic personal goals; displays a high level of initiative, effort and commitment toward completing assignments in a timely manner; highly productive while working with minimal supervision; is motivated to achieve; demonstrates responsible behavior; applies some commitment to all assignments.

Technical skills

• Proven experience in IT helpdesk support (Tier 1 or Tier 2).
• Familiarity with ITSM tools, preferably ServiceNow.
• Basic understanding of Microsoft Windows, Office 365, remote support tools, and enterprise applications.
• Experience with hardware troubleshooting and peripheral setup (printers, monitors, conferencing tools).
• Strong problem-solving skills and logical thinking.
• Ability to document resolutions and classify issues clearly.
• Experience interacting with vendors for Tier 3 escalations.
• Excellent customer service and communication skills in English

• service management.
• Proficiency in ServiceNow as an ITSM platform, including:
  • Logging, classifying, and updating incidents and requests
  • Using knowledge articles and workflows for resolution
  • Routing tickets based on assignment groups and service levels
  • Working within defined SLAs and documenting resolution notes accurately
• Familiarity with the ITIL framework, particularly:
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Knowledge Management
• Strong troubleshooting skills with Microsoft Windows OS, Office 365, and standard enterprise tools.
• Experience with hardware diagnostics and setup: laptops, docking stations, printers, A/V systems.
• Ability to follow standard operating procedures and escalate deviations accordingly.
• Comfortable interacting with third-party vendors for Tier 3 escalation.
• Excellent written and verbal communication skills in English, with a customer-oriented mindset

Key Interfaces