Atturra

Analyst

• Promptly respond to, diagnose and troubleshoot incoming service desk requests and queries which can be via phone, customer self-service, email, remote support or walk-in.
• Accurately receive, log and action service requests for standard IT services according to established procedures and timeline.
• Provide support with user onboarding and offboarding processes including access provisioning and termination.
• Utilize the internal knowledge base and available documentation to resolve incidents effectively and efficiently.
• Participate in ongoing knowledge sharing and contribute new or updated knowledge articles.
• Ensure proper documentation and tracking of all user interactions and resolutions in the ticketing system (e.g., ServiceNow).
• Escalate complex or unresolved issues to Level 2 or 3 support teams, following established escalation workflows.
• Provide excellent customer service with a professional and empathetic approach in all interactions.
• Perform other duties as assigned by the Service Desk Manager or Team Lead.

Service Desk Analyst