Service Desk Support Analyst
Job Details
Hiring Process
Time to Answer
2 open days
Process
1 Phone Call
1 Onsite Interview
Days to get an Offer
4 Days after Interview
Overview
Service Desk Support Analyst with 8+ years’ experience in ITSM environments, specialising in ServiceNow-based incident and request management. Skilled in ticket creation, classification, prioritisation, and initial triage, ensuring accurate categorisation and Configuration Item (CI) assignment. Strong communicator with excellent attention to detail, ensuring complete documentation and effective end-user liaison in line with ITIL standards.
Job Responsibilities
- Centralised reception and acceptance of requests, events, or alerts affecting Belgian users, with creation of tickets in the ServiceNow system.
- Check incidents and verify whether a service request is actually an incident (and vice versa).
- Complete ticket information when needed, including contacting end users.
- Align with end users on the follow-up of requests.
- Create a covering ticket in the ticketing system when requests are received via non-standard channels, or request users to submit a formal ticket.
- Perform initial incident analysis, including categorization, prioritization, and assignment in line with company standards.
- Classify requests and assign the appropriate service catalogue category, sub-category, and Configuration Item (CI).
Must Have Skills
- Minimum 8 years of experience.
- Strong knowledge of IT Service Management (ITSM) processes (Incident and Request Management).
- Hands-on experience with ServiceNow.
- Ability to perform incident vs. service request classification and initial triage.
- Strong analytical skills for categorisation, prioritisation, and assignment of tickets.
- Excellent communication skills for interacting with end users and gathering missing information.
- Attention to detail to ensure complete and accurate ticket documentation.
- Ability to follow standardised processes and service desk methodologies.
Nice to have
- Excellent problem solving and analytical skills
- Effective communication and collaboration skills
- Result-oriented, structured, and organised
What's great in the job?
- Great team of smart people, in a friendly and open culture
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- Expand your knowledge of various business industries
- Create content that will help our users on a daily basis
- Real responsibilities and challenges in a fast evolving company
Work at yechte
We are an independent digital consultancy with ambitious goals and a global presence. We support a diverse range of companies, building digital teams and delivering innovative digital solutions. Our multicultural and diverse workforce, comprised of ‘Global Citizens’, reflects this inclusivity.
We care about work-life balance and meeting the expectation of a growing team, investing in people because they are our greatest asset. Our consistent growth is a testament to this commitment.
Come work at yechte, a company on the rise, offering excellent benefits, opportunities for personal development, and the chance to learn from accomplished leaders. We are always looking for exceptional professionals to join our team.
What We Offer
Each employee has a chance to see the impact of his work. You work on real digital projects and make tangible contributions to the company. We want to provide to each individual personal, professional and social growth.
Flexibility
We care about your wellbeing. At yechte we offer flexi-hours and hybrid home/office work arrangements, enhancing employee work-life balance and productivity.
Attractive Benefits
We care about your comfort. At yechte we offer cost-effective and eco-friendly mobility plans, food allowances, and comprehensive healthcare support, enhancing employee satisfaction.
Personal Development
We care about your growth. At yechte we offer to boost your personal growth through tailored IT trainings and certifications, fostering a culture of agility and tech-driven expertise.
