About the role

The role of Service Desk Analyst will be responsible for resolving user technical issues, fulfilling requests, maintaining and ensuring completion of the Service Desk runsheet tasks, user access creation, deletion & ongoing user access reviews. This role is also responsible for reviewing current Service Desk knowledge articles and identifying the requirement for new Service Desk or Self-Help knowledge creation to assist with training and upskill for employee business wide. 

Along with the above responsibilities the Service Desk Analyst will support the Service Desk Lead with queue management, training of new Service Desk analysts, escalation support, testing new items, applications or changes to items and continually improving the ServiceNow Service Catalog, and supporting Service Desk Lead initiatives and changes

Key Responsibilities: