SeniorAnalyst - English, Latin, Windows

The Service Desk Staff serves as the primary point of contact for end users, responsible for delivering high‑quality IT support and customer service. The role focuses on timely incident resolution, service request fulfillment, effective communication, and adherence to organizational policies, procedures, and ITSM best practices to ensure optimal user experience and service continuity.

Act as the

for IT incidents, service requests, and user queries.Log, categorize, prioritize, and resolve incidents and service requests using approved ITSM tools.Restore customer technology to a fully functioning state within agreed SLAs.Perform first‑level troubleshooting for hardware, software, applications, access, and connectivity issues.Escalate unresolved or complex issues to appropriate resolver groups with complete documentation.Communicate clearly and empathetically with users to overcome communication barriers.Maintain accurate ticket updates, work logs, and resolution documentation.Educate users to improve self‑sufficiency and reduce repeat incidents.Contribute to knowledge base articles, SOPs, and continuous service improvement initiatives.Ensure compliance with security standards, policies, procedures, and governance guidelines.Support high‑volume incident scenarios while remaining calm and focused under pressure.

Strong listening, verbal, written, and non‑verbal communicationEffective questioning and clarification skills

Technical knowledge of end‑user computing and IT supportBusiness awareness and service orientationUnderstanding of IT Service Management (ITSM) concepts (preferred)

Strong troubleshooting and analytical skillsAbility to resolve increased volumes of incidents and service requestsCapability to restore services quickly and efficientlyFocus on improving customer satisfaction and first‑contact resolution

Act as the

for IT incidents, service requests, and user queries.Log, categorize, prioritize, and resolve incidents and service requests using approved ITSM tools.Restore customer technology to a fully functioning state within agreed SLAs.Perform first‑level troubleshooting for hardware, software, applications, access, and connectivity issues.Escalate unresolved or complex issues to appropriate resolver groups with complete documentation.Communicate clearly and empathetically with users to overcome communication barriers.Maintain accurate ticket updates, work logs, and resolution documentation.Educate users to improve self‑sufficiency and reduce repeat incidents.Contribute to knowledge base articles, SOPs, and continuous service improvement initiatives.Ensure compliance with security standards, policies, procedures, and governance guidelines.Support high‑volume incident scenarios while remaining calm and focused under pressure.

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