As a
Service Desk Analyst, you will play a critical role in ensuring the stability, reliability, and continuous improvement of enterprise HR systems supporting public sector stakeholders. You will serve as a key point of contact for system users, providing timely resolution of incidents, analyzing recurring issues, and contributing to service excellence through knowledge management and process improvement. This role offers exposure to complex SAP HCM environments and the opportunity to work collaboratively with cross‑functional teams to enhance user experience and operational efficiency. Key Responsibilities
Log, categorize, track, and manage service requests and incidents end‑to‑end, ensuring timely resolution and proper closure
Respond to user queries via phone and email, analyze issues, and resolve requests using established knowledge bases and FAQs
Build, maintain, and continuously improve a structured knowledge base, including FAQs, case studies, processes, and procedu...