Service Desk Analyst

Role Summary
The Service Desk Analyst (L1/L2) delivers technical support across our global B2B operation, combining first-level issue handling with advanced second-line support. As we serve external business clients directly, this role demands strong ITSM discipline, Jira Service Management proficiency, and customer-centric communication. Follow-the-sun service desk operation.
Key Responsibilities
- Act as the first point of contact for external B2B customers and internal users; deliver prompt, professional, and effective support.
- Ensure all tickets meet defined SLAs; manage escalations per contractual commitments and B2B customer agreements.
- Monitor and manage tickets across Jira platforms and third-party vendor ticketing systems.
- Flag and escalate P1/P2 incidents immediately to Incident Managers and stakeholders per defined runbooks.
- Support incident communication via Slack, MS Teams, email, and WhatsApp.
- Track RCA tickets and follow up with responsible technical teams to closure.
- Maintain accurate knowledge base articles, resolution documentation, and ticket reports.
- Provide handover and knowledge transfer to regional team members across the follow-the-sun operation
Required Qualifications
- 2+ years proven experience in a service desk or technical support role.
- Strong familiarity with ITSM ticketing systems, preferably Jira Service Management.
- Solid understanding of Windows and macOS, networking fundamentals, and common business applications.
- ITIL v3 or v4 knowledge or certification.
- Excellent written and verbal communication skills in English
- Ability to prioritize multiple requests simultaneously while meeting SLAs.
- Willingness to work day shifts on rotation including weekends and statutory holidays.
Preferred
- Prior B2B customer-facing IT support experience.