We are hiring for our client who is a Technology Operations & Solutions group servicing globally reputable tech industry clients headquartered in Europe.
Job Title: Service Desk Analyst (Level 1 & Level 2 Scope)
Department: IT Operations / Service Desk
Reports To: Service Desk Lead / IT Operations Manager
Job Summary:
The Service Desk Analyst (L1 & L2) is responsible for delivering technical support across the organization, combining first-level issue handling with advanced second-line support. This role involves troubleshooting, managing service requests, escalating incidents, collaborating with internal teams, and contributing to documentation and reporting. The analyst is expected to provide consistent, high-quality support to maintain seamless IT operations and user satisfaction.
As we transition from a B2C to a B2B model, the Service Desk Specialist will provide first-line support directly to external business clients. The role requires strong customer service skills, B2B support experience, and a solid understanding of ITSM processes, including the use of Jira Service Management.
Key Responsibilities:
- Act as the first point of contact for external B2B customers, ensuring prompt, professional, and effective communication.
- Manage, triage, and resolve incidents and service requests logged via Jira Service Management (JSM).
- Ensure all tickets meet defined SLAs and escalations are managed in accordance with contractual commitments.
- Collaborate with cross-functional teams to deliver consistent, high-quality service to multiple business clients.
Service Desk Support:
- Provide first-line technical support to users on IT issues involving software, hardware, networks, and access management.
- Troubleshoot issues such as password resets, installations, login problems, and general system errors.
- Monitor and manage tickets across multiple Jira platforms and Third-party vendor ticketing systems.
- Monitor and manage service levels to ensure resolution within SLA.
- Escalate unresolved or critical issues to the appropriate Support teams with detailed documentation.
- Maintain accurate and clear records of issue descriptions, actions taken, and resolution.
- Flag and escalate high-priority incidents (P1/P2) and business-critical disruptions based on impact and volume.
Service Management:
- Process and manage user requests (e.g., software access, hardware provisioning, and account creation).
- Collaborate with internal teams and third-party vendors to fulfill service requests and incidents efficiently.
- Ensure proper prioritization of tickets based on business impact and urgency.
- Regularly review and contribute to the Knowledge Base for continuous improvement and user self-help.
Incident Management & Escalation:
- Monitor key business systems and services proactively to identify disruptions or degradations.
- Immediately escalate P1/P2 or business-critical incidents to Incident Managers and relevant stakeholders.
- Support communication and coordination during incidents using tools such as WhatsApp, Slack, MS Teams, and email.
- Track Root Cause Analysis (RCA) tickets and follow up with the responsible teams.
User Communication:
- Maintain timely and professional communication with users regarding ticket updates, expected timelines, and resolutions.
- Gather complete information from users to improve first-contact resolution.
- Provide user guidance on tools, SOPs, and best practices to enhance IT literacy.
Documentation & Reporting:
- Maintain up-to-date documentation on recurring issues and resolution steps.
- Contribute to ticket and performance reporting to support operational visibility.
- Support the creation of knowledge base articles and FAQs for recurring or common issues.
- Help identify trends in service desk activity to inform process improvement.
- Assist in generating periodic reports, including summaries of open and closed tickets, common issues, and recurring technical challenges.
- Provide feedback on common issues and contribute to creating knowledge base articles or FAQs to help users resolve issues independently.
Collaboration & Continuous Improvement:
- Partner with ITOps, Development, and Product teams to address complex or cross-functional issues.
- Participate in team discussions on service delivery trends, recurring challenges, and optimization opportunities.
- Stay informed on new technologies, system updates, and industry best practices.
- Recommend and help implement enhancements to increase service desk efficiency and user satisfaction.
Skills & Qualifications:
- Proven experience in a B2B IT Service Desk or customer support role.
- Experience using Jira Service Management or a comparable ITSM tool.
- Understanding of ITIL/ITSM best practices, especially in B2B environments.
- Excellent interpersonal and written communication skills, with experience supporting external business clients.
Required Skills:
- +2 years of proven experience in a service desk or technical support role, providing user support and troubleshooting IT issues.
- Strong familiarity with service desk ticketing systems
- Solid understanding of common IT software, hardware, networking, and operating systems (Windows, macOS, etc.).
- Excellent communication skills (both written and verbal), with the ability to interact with both technical and non-technical users.
- Ability to prioritize and manage multiple service requests and technical issues simultaneously while ensuring SLAs are met.
- Strong problem-solving skills and attention to detail when diagnosing and resolving technical issues.
Preferred Qualifications:
- Prior experience in a customer-facing role within a B2B technology environment.
- Familiarity with service reporting, SLAs, and supporting multiple customer organizations.
- Experience with service management platforms such as Jira, ServiceNow, or similar.
- ITIL v3 or v4 certification (or working knowledge of ITIL principles).
- Basic knowledge of networking, operating systems, and IT infrastructure.
- Previous experience in a fast-paced service desk or IT support environment.
