Specialist, IT Helpdesk

Job description

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 Incid...