IT Service Desk Analyst

About the role

As an IT Service Desk Analyst at CloudFactory, you will be the first point of contact for colleagues seeking technical assistance. You will handle routine service requests and incidents, ensuring that users have the tools and access they need to perform their work efficiently. This role offers a solid foundation in IT support within a fast‑growing, mission‑driven organization.

Key responsibilities

• Provide first‑line support for common IT requests and incidents, delivering clear information to enable resolution.
• Allocate unresolved tickets to the appropriate internal teams and keep users informed of progress.
• Maintain accurate records of all requests, actions taken, and outcomes.
• Investigate reported incidents, gather necessary details, and route them to senior staff when required.
• Support applications by following established procedures, using management tools to monitor performance and perform routine maintenance.
• Monitor service delivery against agreed service‑level agreements and log performance metrics.
• Assist with basic conflict resolution and escalation to maintain a positive working environment.
• Communicate effectively with colleagues, external partners, and customers, and actively participate in team meetings.

Required profile

• Strong oral and written communication skills for effective interaction with internal users and external contacts.
• Ability to work collaboratively within a team and represent user needs.
• Willingness to engage in continuous learning and adapt to evolving processes.

Required skills