Service Desk Analyst

**What You Will Be Doing**:- Investigate, diagnose, research and where possible, resolve incidents / requests from customers / users, using all available resources (i.e., knowledge base, online resources, etc.), consult with colleagues or coordinate / expedite and redirect tickets to other competent teams.
- Update cases and requests in the centralized incident management system.These requests may be, but are not limited to software product installation and configuration, account management in various computing systems, consultancy for customers / users, etc.- Ensure that users who have signaled the issue are kept informed (through the appropriate channels) about the progress made in relation to the evolution and resolution of requests assigned to the team.
- Take over calls and create tickets based on requests addressed to the Service Desk team, to find a solution for the issues/incidents, addressing them as soon as possible.
- Document major incidents and direct them a...