Service Desk Analyst

About the role

The Service Desk Analyst provides first‑line support for desktop and core business applications in a structured office environment. Working on rotational shifts, the analyst follows ITIL processes and uses ServiceNow to restore services quickly and maintain a positive user experience for insurance‑related business users.

Key responsibilities

• Log, categorize, and prioritize service requests and incidents in alignment with ITIL standards.
• Resolve desktop support issues remotely by guiding users through structured troubleshooting steps.
• Manage incidents end‑to‑end, updating status in ServiceNow and coordinating with resolver groups.
• Monitor service desk performance, identify recurring issues, and escalate systemic problems.
• Collaborate with cross‑functional support teams, sharing incident details and impact assessments.
• Follow standardized ITIL workflows, document knowledge articles, and contribute to continuous improvement.
• Communicate professionally with users, providing updates and confirming satisfaction after resolution.
• Apply knowledge of life and annuities insurance processes to prioritize incidents affecting policy administration and claims.

Required profile

• 2–4 years of hands‑on experience in service desk operations, handling service requests and incident management.
• Working knowledge of ITIL concepts applied to ticket classification, prioritization, escalation, and closure.
• Proficiency in remote desktop support tools and techniques for hardware and software troubleshooting.
• Experience with ServiceNow or similar ticketing platforms, including ticket creation, updates, and reporting.
• Familiarity with unified service desk and application support environments.
• Understanding of life and annuities insurance processes is advantageous.

Required skills

• ITIL framework
• ServiceNow ticketing system
• Remote desktop support tools
• Unified service desk platforms
• Application support and troubleshooting