Service Desk Analyst

Key Responsibilities*

• Receive, log, and manage Service Requests from client users using ServiceNow or the approved ITSM tool.
• Fulfil service requests by strictly following approved SOPs, workflows, and knowledge articles.
• Ensure accurate documentation of all request activities, updates, approvals, and closures.
• Communicate request status, progress, and completion clearly and professionally to end users.
• Monitor and manage assigned requests to ensure SLA adherence and timely resolution.
• Identify requests requiring escalation and route them to the appropriate resolver groups as per process.
• Maintain compliance with client policies, audit requirements, and service governance standards.