The Associate Service Desk Analyst provides 1st-line service support and incident management for Adaptavist’s Managed Services, resolving issues or escalating as required within the agreed SLAs. The role covers the full ticket lifecycle from triage and debugging through smoke testing to final resolution. It prioritizes delivering excellent customer service by communicating professionally and keeping customers informed of progress. Key responsibilities include owning incidents, creating and triaging tickets, applying problem-solving techniques, assigning issues to the appropriate Systems Engineer, and coordinating with the incident team to achieve resolution. It also involves updating stakeholders, escalating blocked incidents, and producing incident documentation, supporting RCA, and conducting smoke testing before releasing solutions to production.
