Service Desk Analyst

Incident & Request Management

• Act as the first point of escalation for L1 analysts and take ownership of aged or complex incidents to drive faster resolution.
• Handle and resolve technically advanced incidents and service requests, ensuring minimal business impact.
• Escalate incidents or service requests to Leads or SME teams when required permissions or expertise is lacking.
• Apply a solid understanding of the customer's business needs to ensure effective incident triaging and prioritization.

Required L2 Soft Skills

• Strong interpersonal and communication skills with the ability to mentor, guide, and collaborate with colleagues across all levels.
• Ability to work independently with minimal supervision while handling multiple priorities.
• Proven capability to lead and guide the L1 team both technically and process-wise.
• High learning agility and the ability to adapt quickly to new technologies and evolving customer environments.

Qualifications

• Microsoft 365 / Office 365 Certifications (e.g., MS-900, MS-203, MS-700, MS-720).
• Microsoft Exchange Certifications.
• ITIL Foundation Certification (preferred).