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About the Role
Job Description
The Service Desk Analyst, Reporting & Analytics (R&A), provides front-line operational support for reporting, data, and analytics platforms. This role is responsible for accurate ticket intake, triage, resolution, and escalation of R&A support requests while meeting defined SLAs and service quality standards. The analyst executes established processes, contributes to incident resolution and problem identification, and helps ensure a stable, predictable support experience for internal and client-facing users.
This role operates within the Service Desk model defined by the Service Desk Lead and focuses on reliable execution, documentation, and continuous service improvement.
Key Responsibilities
1) Ticket Intake, Triage & Resolution
• Serve as a primary responder for R&A Service Desk tickets, including reporting incidents, data discrepancies, access requests, job failures, and “how-to” questions.
• Apply documented triage standards to assess seve...
The Service Desk Analyst, Reporting & Analytics (R&A), provides front-line operational support for reporting, data, and analytics platforms. This role is responsible for accurate ticket intake, triage, resolution, and escalation of R&A support requests while meeting defined SLAs and service quality standards. The analyst executes established processes, contributes to incident resolution and problem identification, and helps ensure a stable, predictable support experience for internal and client-facing users.
This role operates within the Service Desk model defined by the Service Desk Lead and focuses on reliable execution, documentation, and continuous service improvement.
Key Responsibilities
1) Ticket Intake, Triage & Resolution
• Serve as a primary responder for R&A Service Desk tickets, including reporting incidents, data discrepancies, access requests, job failures, and “how-to” questions.
• Apply documented triage standards to assess seve...
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