Service Desk Analyst

Position Overview

The Service Desk Analyst will oversee the daily functions of the Corporate Services Service Desk, ensuring all requests, work orders, and related service activities are executed efficiently, adhering strictly to service standards, SLAs, and KPIs. A key part of the role is to support administration of the organization's access control system by managing requests and processes promptly and accurately.

Key Responsibilities

• Receive and handle access control requests, guaranteeing correct access rights are assigned to authorized individuals.
• Administer and monitor the Corporate Services Service Desk operations, including allocating and tracking tasks among stakeholders.
• Schedule recurring tasks for department heads through the Service Desk platform, ensuring tasks are correctly assigned and completed on time.
• Generate and distribute reports related to access control and access levels per set schedules.
• Prepare detailed access control reports for restricted and secure areas and present findings to responsible management.
• Create and share regular operational and performance reports for the Corporate Services division with section leaders.
• Prioritize tasks according to urgency and escalate emergency matters to relevant stakeholders accordingly.
• Professionally manage Service Desk telephone inquiries by assisting callers and redirecting requests to the suitable teams.
• Process time and attendance reports, applying approved corrections as necessary.
• Issue and update ID cards for employees and contractors, ensuring accuracy and adherence to timelines.
• Conduct inventory reviews and oversee the distribution and return of secure tokens while maintaining precise inventory records and reporting status.
• Carry out regular inspections of designated restricted or controlled-access premises.
• Provide additional administrative and operational support to the department as directed by management.

Candidate Requirements

• At least five years' experience in service desk operations, corporate services, facilities management, or technology support settings.
• Hands-on knowledge with access control systems, service desk software, and reporting tools.
• Excellent organizational, administrative, and customer service abilities.

Educational Qualifications

A Bachelor's degree in Business Administration, Information Technology, Facilities Management, or a similar discipline is required.