Graduate Service Desk Analyst – ETIC

About the role

This role provides day-to-day IT operational support across enterprise systems. You will manage incidents and service requests, perform initial troubleshooting, support user access and navigation, and ensure issues are resolved or escalated in line with ITSM processes. You will also support documentation, testing, and change or release activities when required.

Key responsibilities

• Act as first-line support for IT-related queries, incidents, and service requests.
• Log, categorize, prioritize, and manage tickets through the service management tool.
• Perform initial analysis and troubleshooting, escalating issues where necessary.
• Support user access requests and basic system navigation issues.
• Collaborate with internal IT and service teams to ensure timely resolution.
• Maintain and update support documentation, knowledge articles, and user guidance.
• Support system changes, testing, or rollout activities as needed.

Required profile

• Experience in an IT service desk, operations, or IT support role.
• Good understanding of ITSM processes (Incident, Request, Change, Problem).
• Strong communication, coordination, and problem‑solving skills.
• Customer‑focused mindset with strong attention to detail.
• Experience with ticketing tools such as ServiceNow is an advantage.