Service Desk Analyst Reporting & Analytics

Responsibilities:

• Provide Level 1 Service Desk support, including incident logging, ticket management, troubleshooting, escalation, and end-user assistance.
• Monitor, track, and update support tickets to ensure timely resolution and compliance with service level agreements (SLAs).
• Gather and consolidate data from ticketing systems, databases, spreadsheets, and operational reports.
• Ensure data accuracy and quality by identifying and correcting errors, inconsistencies, and missing information.
• Analyze Service Desk and operational data to identify trends, recurring issues, and opportunities for process improvement.
• Create dashboards, charts, graphs, and other visual reports to communicate operational performance and service metrics.
• Prepare regular and ad hoc reports for management, clients, and stakeholders.
• Maintain reporting databases and documentation to ensure data integrity and accessibility.
• Collaborate with Service Desk teams and other departments to understand reporting requirements and provide actionable insights.
• Monitor key performance indicators (KPIs) such as ticket volume, resolution time, SLA compliance, and customer satisfaction.
• Support workforce planning and operational decision-making through data analysis and reporting.
• Identify recurring incidents and recommend improvements, automation opportunities, or preventive measures.
• Ensure data handling practices comply with company policies, security standards, and data privacy regulations.

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Statistics, Business Analytics, or a related field.
• At least 1–3 years of experience in Service Desk, IT Operations, Reporting, Data Analysis, or a related role.
• Experience working with ticketing systems such as ServiceNow is an advantage
• Proficient in Microsoft Excel, including Pivot Tables, data analysis, and report generation.
• Experience with data visualization and reporting tools such as Power BI, Tableau, or similar platforms is preferred.
• Strong analytical and problem-solving skills with the ability to interpret and present data effectively.
• Knowledge of IT Service Management (ITSM) processes, incident management, and SLA monitoring is an advantage.
• Ability to identify trends, recurring issues, and opportunities for process improvement through data analysis.
• Strong attention to detail and commitment to data accuracy and quality.
• Good communication and presentation skills, with the ability to translate data into actionable insights.
• Ability to manage multiple tasks and work effectively in a fast-paced environment.
• Familiarity with data privacy, information security, and company compliance requirements.
• Willing to provide Service Desk support and collaborate with technical teams as operational needs require.