IT Service Desk Analyst

- Provide support for incidents and requests, logging and responding to all customer contacts - Perform initial diagnosis on issues/incidents and take appropriate steps to resolve faults - Regularly review and update incidents, ensuring timely and efficient resolution - Proactively inform customers about the status of their incidents/service requests - Assist with root-cause analysis for problem management tickets - Maintain effective records of work for current resolution procedures and internal processes - Contribute to the maintenance of Knowledge Base articles in the ITSM tool - Be prepared to work outside normal hours to participate in project work or assist with major service outages - Participate in ongoing training and development to stay current with industry trends and technologies - Strive to enhance customer satisfaction by delivering high-quality service and support - Identify opportunities for process improvements and contribute to the implementation of best practices within the service desk