Service Desk Analyst (Fluent English Required)

Summary The Service Desk Analyst provides service desk assistance and technical support via phone, email, and ITSM applications to resolve IS-related customer requests. The role also monitors system alerts, processes Operations jobs, and distributes reports within the assigned shift as required. Detailed Responsibilities Provide Tier 1 service desk support via phone, email, and ITSM tools, resolving requests during the first contact whenever possible. Provide Tier 2 support for complex issues and escalate to Senior/Lead Service Desk Analysts when appropriate. Document, track, and monitor incidents to ensure timely resolution. Troubleshoot issues using experience, judgment, standard work instructions, and remote support tools to meet Service Desk performance goals. Monitor server alerts, network alerts, sensor alerts, and other system notifications, and coordinate with Technical Support Partners to resolve issues. Work with and monitor Technical Support Partners to ensure timely resolut...