Service Desk Analyst
HCLTech · Panama
Job description
About the role
We seek a skilled Service Desk Analyst with IT support experience, strong troubleshooting abilities, and proven efficiency in managing high-volume ticket queues.
Key responsibilities
- Provide Level 1 and Level 2 IT support via phone, email, and ticketing tools such as ServiceNow and Vayusphere.
- Diagnose and resolve incidents related to desktops, laptops, printers, Outlook, VPN, network connectivity, and other end‑user systems.
- Follow ITIL processes for effective incident and service request management.
- Escalate unresolved incidents to Level 2 or Level 3 support teams within agreed SLA timelines.
- Maintain accurate ticket documentation, use closure templates, and provide timely follow‑up updates.
Required profile
- Minimum 5 years of experience in IT Service Desk operations.
- Proven ability to manage high‑volume ticket queues while maintaining strong user satisfaction.
Required skills
- ServiceNow
- Vayusphere
- Outlook
- VPN
- Network connectivity troubleshooting
- Desktop and laptop hardware support
- Printer support
- ITIL process knowledge
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Published 6 hours ago
Expires 1 month from now
4 views · 0 interested
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HCLTech
Panama