Service Desk Analyst

Job Summary We are seeking a highly experienced Service Desk Analyst to provide first-level IT support and ensure efficient service delivery across the organization. The ideal candidate will have strong ITIL knowledge, hands-on service desk experience, and excellent communication skills. his role involves managing user inquiries, resolving technical issues, and escalating complex problems to higher support levels while maintaining high levels of end-user satisfaction. Key Responsibilities Manage user inquiries via chat, phone, and self-service tickets, providing timely and effective IT support. Troubleshoot and resolve basic technical issues using Standard Operating Procedures (SOPs). Log and track incidents in ServiceNow, ensuring accurate documentation and timely updates. Escalate unresolved issues to Level 2 or Level 3 support teams as needed. Perform password resets, account unlocks, and access provisioning for Private Banking users. Provide general IT guidance and respond to how-to questions from end users. Ensure efficient service delivery by resolving issues at the first level and contributing technical solutions to the knowledge base. Maintain communication with end users regarding ticket status and resolution timelines. Support IT service management processes in alignment with ITIL best practices. Required Qualifications 9+ years of experience in IT service desk or technical support roles. Strong knowledge of ITIL frameworks and service management principles. Proficiency in using ServiceNow or similar ITSM tools. Experience in troubleshooting and resolving technical issues in a structured support environment. Ability to manage multiple support channels (chat, phone, ticketing systems). Excellent verbal and written communication skills. Strong customer service orientation and problem-solving abilities. Preferred Qualifications Experience supporting users in financial or regulated environments. Familiarity with access provisioning and identity management processes. Exposure to Private Banking IT systems and protocols. Certifications (if any) ITIL Foundation Certification (preferred) Education: Bachelors Degree Certification: ITIL Foundation