Service Desk Analyst

We're now looking for a Service Desk Analyst to join the team at Conferma.

Service Desk Analyst at Conferma is responsible for :

• Promptly and efficiently address Level 1 customer enquiries within agreed-upon service level agreements (SLAs).
• Gather sufficient information to validate and replicate issues or complex requests.
• Escalate to 2nd-line support when complexity or time constraints prevent resolution.
• Record, monitor, and prioritise incidents and service requests, ensuring prompt resolution and appropriate escalation.
• Provide timely updates to internal and external customers on ticket status and progress.
• Adhere to defined team KPIs, taking responsibility for individual productivity.
• Enforce IT security policies and educate users on best practices for data security.
• Maintain transparent communication with customers regarding requests and incident statuses.
• Collaborate with other teams and customers to resolve complex issues and enhance service desk services.

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