IT Service Desk Analyst

Job description

Primary Roles & Responsibilities: - Act as the initial point of contact for clients requiring support for airport systems, applications, and infrastructure provided by multiple suppliers. - Log, categorize, prioritize, and resolve incidents and service requests in accordance with ITIL/ITSM processes, with strong attention to operational impact. - Perform first-level troubleshooting and resolution; escalating incidents and requests to Tier 2 support or to external suppliers following documented procedures. - Coordinate with multiple vendors and suppliers, ensuring that escalated issues are tracked, updated, and resolved within agreed contractual SLAs. - Monitor service desk tickets and ensure timely updates and closure for all assigned cases. - Document all actions taken, resolution details, and supplier interactions to maintain accurate records and knowledge sharing. - Support Problem Management efforts by identifying recurring issues, contributing to root cause analysis, and recommending supplier or internal process improvements. - Collaborate closely with suppliers, internal IT teams, and airport system owners to ensure seamless handoffs and effective incident communication. - Ma...