Service Desk Analyst

About the role

The Service Desk Analyst will manage the daily operations of the Corporate Services Service Desk, ensuring that requests, work orders, and service activities are processed efficiently and meet established SLAs and KPIs. The role also supports the administration of the organization’s access control system, handling access‑related requests accurately and on time.

Key responsibilities

• Receive, process, and assign access control requests, granting appropriate permissions to authorized personnel.
• Monitor, operate, and administer the Corporate Services Service Desk, assigning tasks to relevant stakeholders.
• Schedule recurring tasks for department heads within the Service Desk platform and ensure timely completion.
• Generate and distribute regular access control, access‑level, and operational performance reports.
• Prioritize tasks, escalating emergency requests as needed.
• Handle Service Desk telephone inquiries professionally and route requests to the correct teams.
• Process time and attendance reports and apply approved adjustments.
• Issue and update employee and contractor ID cards within established timelines.
• Conduct inventory checks, manage secure token issuance/return, and maintain accurate records.
• Perform periodic inspections of restricted or controlled‑access areas.
• Support additional administrative and operational tasks as assigned by management.

Required profile

• Minimum 5 years of experience in service desk operations, corporate services, facilities management, or technology support.
• Experience with access control systems, service desk platforms, and reporting tools.
• Strong administrative, organizational, and customer‑service abilities.
• Bachelor’s degree in Business Administration, Information Technology, Facilities Management, or a related field.

Required skills

• Access control systems
• Service desk platforms
• Reporting tools