Service Desk Analyst

PIC is seeking a Service Desk Analyst to join our IT team. As the frontline support function, the service desk ensures employees remain productive and systems run reliably. We manage incidents such as software errors, hardware failures, and network outages, while also handling routine requests including password resets, account setups, and software installations.

Key Duties:

• Analyse support queries to deliver excellent customer service.
• Provide IT support via Phone, ServiceNow, Tech Bar, and desk-side visits.
• Prepare clear reports with analysis and recommendations for escalated issues.
• Collaborate with cross-functional teams to resolve incidents across business applications, hardware, software, and infrastructure.
• Take ownership of personal development in both technical (e.g. data analysis, troubleshooting) and non-technical (e.g. communication, relationship management) skills.