Service Desk Analyst

Role Overview

We are seeking a detail-oriented and proactive Service Desk Analyst to join our Lifetime Services team. The role focuses on first-line support activities, case management, user administration, and coordination with internal and external teams across a diverse client base.

You will play a key role in ensuring efficient handling of support requests, maintaining service quality, and supporting ongoing service operations across multiple regions and clients.

Key Responsibilities

Case Management & First-Line Support

• Perform case triage and assignment for incoming support requests
• Raise, update, cancel, and resolve cases on behalf of customers where required
• Carry out case updates based on input from Consultants or Service Delivery Managers
• Update both internal and client tools with relevant case information
• Support proposed case quality checks (e.g. case age, estimate approvals, exceeded estimates)

User & Access Management

• Manage portal user creation
• Provide user access, including coordination with IT for license provisioning
• Deliver user administration services

Monitoring & Coordination

• Monitor support mailbox and action requests accordingly
• Coordinate with internal IT teams and stakeholders where dependencies exist (e.g. licensing, access provisioning)
• Attend weekly, monthly and quarterly client reviews as required
• Attend internal team meetings and contribute to service updates and actions