Service Desk Analyst

Role Summary

The Service Desk Analyst is the frontline of IT service delivery — the first point of contact for all users experiencing IT issues, requesting services, or seeking information. This role provides Level 1 (first-contact resolution) and Level 2 (advanced troubleshooting and investigation) support across the organisation's IT service portfolio, ensuring incidents are resolved, service requests are fulfilled, and users are kept informed throughout.
Aligned to ITIL 4 practices, the Service Desk Analyst operates within a structured service management framework — logging, categorising, prioritising, diagnosing, resolving, and escalating contacts in accordance with defined processes, SLAs, and quality standards. 

Key Responsibilities
Incident Management (Level 1 & Level 2)
Level 1 — First-Contact Resolution
Act as the single point of contact (SPOC) for all IT incidents reported via phone, email, self-service portal, chat, or walk-up.
Log all incidents accurately and completely in the ITSM tool — capturing symptoms, impact, urgency, affected users, affected services, and CI relationships.
Categorise and prioritise incidents in accordance with the incident categorisation matrix and priority model.
Diagnose and resolve incidents at first contact using knowledge articles, known error records, diagnostic scripts, and standard troubleshooting procedures.
Apply known fixes, workarounds, and standard resolutions documented in the knowledge base.
Restore service as quickly as possible — minimising business impact and user disruption.
Level 2 — Advanced Troubleshooting & Investigation
Investigate and diagnose incidents that cannot be resolved at Level 1 — applying deeper technical knowledge, diagnostic tools, and structured troubleshooting methodologies.
Identify patterns and recurring incidents — escalating to Problem Management where systemic issues are suspected.
Service Request Fulfilment
Process and fulfil service requests in accordance with the service request catalogue, fulfilment procedures, and agreed SLAs.
Ensure all service requests are logged, tracked, and fulfilled within agreed SLA targets.
Verify fulfilment with the requesting user before closing the request.
Escalate requests that cannot be fulfilled within standard procedures to the appropriate team with clear handover information.
Communication & User Experience
Provide professional, courteous, and empathetic communication in every user interaction — regardless of channel (phone, email, chat, portal, walk-up).
Keep users informed of incident progress, expected resolution times, and any changes to status — proactively, not only when chased.
Major Incident Support
Support Major Incident Management processes 
Follow major incident communication scripts and procedures — ensuring consistent, accurate messaging.
Knowledge Management
Use the knowledge base as the primary reference for incident diagnosis and resolution — following documented procedures before improvising.
Contribute to knowledge base improvement
Participate in knowledge sharing sessions within the service desk team.
Ensure knowledge articles follow the organisation's knowledge management standards and templates.
Monitoring & Event Response (Where Applicable)
Monitor alerting dashboards and event management consoles (where this responsibility is assigned to the service desk).
Acknowledge, triage, and respond to automated alerts in accordance with documented procedures.
Escalate alerts that indicate service degradation or potential incidents to the appropriate resolver groups.
Queue Management & SLA Compliance
Manage personal and team ticket queues to ensure incidents and requests are progressed within SLA targets.
Prioritise workload based on SLA timers, business impact, and priority — not first-in-first-out by default.
Ensure no tickets are left unattended, stale, or breaching SLA without action or escalation.
Reporting & Metrics Contribution
Contribute to service desk performance metrics through accurate and timely ticket logging, categorisation, resolution, and closure.

Required Skills & Experience
Essential
Experience in an IT Service Desk, IT Support, or IT Helpdesk role providing Level 1 and/or Level 2 support.
Strong technical troubleshooting skills across end-user computing environments — Windows 10/11, Microsoft 365, Active Directory, networking fundamentals, VPN, printing, and mobile devices.
Experience using ITSM tools for incident logging, tracking, and resolution (e.g., ServiceNow, BMC Remedy, Ivanti, Freshservice, or equivalent).