IT Service Desk Analyst

Key Responsibilities: Act as the first point of contact for all IT support requests via phone, email, self‑service, and face‑to‑face. Log, categorise, prioritise, and maintain all Incidents, Service Requests, and Procurement tickets accurately. Resolve support queries at first contact wherever possible. Escalate tickets to the correct teams when needed, providing clear and complete handover information. Work collaboratively within a shift‑based team to ensure full coverage of business hours. Pr…