Senior Service Desk Analyst

Job Title: Senior Service Desk Analyst

Job Summary

Handle customer incidents and service requests through approved channels, validate data completeness, classify and prioritize tickets, and route them to L2/L3 teams. Own follow-up until closure, provide clear customer updates, manage expectations, and escalate proactively to prevent SLA/OLA breaches. Ensure high-quality documentation and contribute to service improvement through reporting and trend insights.

Key Responsibilities

• Log, validate, categorize, prioritize, and assign tickets in the ticketing system.
• Coordinate with L2/L3, track progress, manage backlog/aging, and drive closure within SLA/OLA.
• Send professional status updates (status/next steps/ETA) and run escalations when blocked or at risk.
• Maintain accurate ticket documentation and produce basic performance reports/trends.

Requirements

• Bachelor's degree in a technical field (CS/IT/IS/Computer Engineering/Networks/Cybersecurity or equivalent).
• 4+ years in Service Desk / IT Support / ITSM with hands-on ticketing and SLA management.
• Strong communication, organization, multi-tasking, and stakeholder coordination skills.