Service Desk Analyst
Current• Provided first and second-tier problem-solving support to address, identify root causes, and resolve technical issues and incidents through Compass tickets.• Managed and resolved tickets for incidents and service requests while responding to customer calls for technical support.• Monitored and maintained incident/service request tickets within the Compass tool (ServiceNow), ensuring timely resolution and adherence to SLAs.• Facilitated the restoration of normal operational services for customers by providing support for hardware, software, applications, and printers, following Incident Management processes.• Ensured proper ticket assignment to support staff and managed communication and escalations as required.• Actively participated in cross-functional projects, representing the Service Desk and contributing to best practices in incident handling.• Utilized customer support ITSM tools, including ServiceNow, and delivered end-user training on resolving common issues.