About the job
The Service Desk Analyst plays a crucial role in providing on-site operational support as part of the Technology Operations team. This position is integral to ensuring seamless ticket logging and management through the IT Service Management (ITSM) system. The analyst will be responsible for maintaining accurate tracking, comprehensive documentation, and strict adherence to established SLAs (Service Level Agreements) and KPIs (Key Performance Indicators), while also ensuring compliance with all cybersecurity and regulatory standards.
Key Responsibilities
- Direct daily Service Desk operations within the Technology Operations team.
- Oversee and manage the logging, tracking, and resolution of all incidents, service requests, and problems through the ITSM system.
- Monitor ticket progress and ensure resolutions are achieved timely in accordance with SLAs.
- Ensure closure of tickets with thorough documentation and resolution details.
- Act as the escalation point for complex or critical incidents.
- Collaborate with internal technical and business teams for efficient issue resolution.
- Monitor service desk performance to guarantee KPI compliance.
- Prepare and review operational, service-level, and management reports.
- Support audits, assessments, and regulatory reviews as needed.
Requirements
- In-depth understanding of ITSM processes including Incident, Request, and Problem Management.
- Extensive experience in Service Desk environments within Technology Operations.
- Demonstrated experience with SLA and KPI frameworks.
- Strong analytical, reporting, and documentation skills.
- Excellent communication and stakeholder management abilities.
- Experience in banking or financial services is preferred.
- PMP and ITIL certifications are mandatory.
- Ability to work collaboratively across teams while maintaining objectivity.
- Exceptional attention to detail and a problem-solving mindset.
Qualifications & Experience
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 6–8 years of experience in Service Desk or IT Operations roles.
- Proven senior-level experience in a banking or regulated financial environment.

