Specialist IT Helpdesk

ROLE OVERVIEW

The IT Service Delivery Analyst is responsible for providing first-line technical support through the Service Desk while ensuring high-quality IT service delivery aligned with business needs. The role also supports IT Service Management (ITSM) processes such as incident, problem, change, and service request management to drive continuous improvement and operational efficiency.

SPECIFIC DUTIES AND RESPONSIBILITIES

• Service Desk / End-User Support.
• Act as the primary point of contact for IT support via phone, email, chat, or ticketing system.
• Log, categorize, and prioritize incidents and service requests in accordance with SLAs.
• Troubleshoot hardware, software, network, and application issues.
• Provide timely resolution or escalation to appropriate support teams.
• Maintain clear and accurate documentation of tickets and resolutions.
• Ensure excellent customer service and user communication at all times.

IT Service Delivery

•  Monitor ticket queues to ensure SLA compliance and timely resolution.
• Coordinate with internal IT teams and vendors for issue resolution.
• Support service availability and performance monitoring.

ITSM Process Support

• Support Incident, Problem, Change, and Request Management processes.
• Assist in root cause analysis and problem resolution initiatives.
• Participate in change implementation and validation activities.
• Help maintain and improve ITSM documentation, knowledge base, and workflows.
• Ensure adherence to IT governance and best practices.

COMPETENCIES

• Customer-focused mindset.
• Strong analytical and problem-solving skills.
• Attention to detail and documentation discipline.
• Ability to multitask and prioritize effectively.
• Team collaboration and stakeholder management.

QUALIFICATIONS

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• Must have at least 1 year of hands-on experience in IT support or a similar role.
• Experience using ticketing tools (e.g., ServiceNow, Jira, Remedy, etc.).
• Solid troubleshooting skills (Windows, Office 365, network basics, VPN, etc.).
• Basic network troubleshooting skills, with hands-on experience using network monitoring tools.
• Excellent communication and customer service skills.
• Ability to work in a fast-paced, SLA-driven environment.