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🔹 Exciting Opportunity: Service Desk Analyst (B2B Support Role)
Location: [Specify Location]
Job Type: Full-time
Department: TIS – Service Desk
Looking to kickstart your IT career? Apply now for the role of Service Desk Analyst and become the first point of contact for B2B client support. Grow with hands-on experience in a fast-paced tech environment.
About the Role
Are you looking to grow your career in IT support and customer service? This Service Desk Analyst position is your chance to join a fast-paced, tech-driven environment where you’ll act as the first line of support for B2B users. In this role, you will handle technical issues, resolve user queries efficiently, and ensure exceptional service delivery—all while adhering to industry-standard SLAs and support frameworks.
Key Responsibilities
🛠 1. Frontline Technical Support
- Respond to user requests through calls, emails, chats, and web portals.
- Provide first-level troubleshooting for common hardware, software, and connectivity issues.
- Gain a working knowledge of client-specific systems, applications, and processes.
- Accurately log service desk tickets using the organization’s tracking software.
- Meet TAT (Turnaround Time), SLA (Service Level Agreements), and other service KPIs.
- Escalate complex or unresolved issues following the established escalation policy.
📈 2. Service Desk Operations & Quality Control
- Maintain detailed logs of incidents, resolutions, and communications.
- Monitor open tickets, update clients on resolution progress, and ensure timely closures.
- Capture customer feedback and share it with internal teams for process improvements.
- Recommend improvements to enhance the performance of service desk operations.
Performance Metrics
| Key Area | Performance Indicators |
|---|---|
| Service Desk Delivery | – SLA and TAT adherence – Reduced escalation – High customer satisfaction |
| Personal KPIs | – Punctuality & attendance – Quality and completeness of documentation |
Required Skills & Qualifications
- Mandatory: Experience with TIS Service Desk tools and environments
- Proficiency in basic IT troubleshooting (hardware/software)
- Strong verbal and written communication skills
- Ability to prioritize tasks in a high-volume support environment
- A customer-first mindset with strong problem-solving abilities
Why Choose a Career as a Service Desk Analyst?
Becoming a Service Desk Analyst opens doors to broader IT support roles, systems administration, and infrastructure management. It’s the perfect starting point for individuals looking to build a career in IT operations, customer service, or technical support. This role offers hands-on experience, career progression opportunities, and the satisfaction of solving real-world problems.
Equal Opportunity Employer
We strongly encourage individuals from diverse backgrounds, including persons with disabilities, to apply. Inclusion is a core value, and we’re committed to creating an environment where everyone thrives.
Apply Now
Take the next step toward a meaningful career in IT support.
Start your journey as a Service Desk Analyst today.
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