Service Desk Analyst

Job Description Service Delivery & Incident Management - Serve as the primary point of contact for IT support across phone, email, ticketing system, walk-up, and deskside channels - Log, categorize, prioritize, and document tickets with clear and actionable information - Diagnose and resolve incidents and service requests in alignment with defined SLAs - Determine impact, urgency, and priority for incoming requests - Escalate issues to Tier 2 or specialized teams when necessary, ensuring proper…