IT Service Desk Analyst

Primary Roles & Responsibilities

• Act as the initial point of contact for clients requiring support for airport systems applications and infrastructure provided by multiple suppliers.
• Log categorize prioritize and resolve incidents and service requests in accordance with ITIL/ITSM processes with strong attention to operational impact.
• Perform first-level troubleshooting and resolution; escalating incidents and requests to Tier 2 support or to external suppliers following documented procedures.
• Coordinate with multiple vendors and suppliers ensuring that escalated issues are tracked updated and resolved within agreed contractual SLAs.
• Monitor service desk tickets and ensure timely updates and closure for all assigned cases.
• Document all actions taken resolution details and supplier interactions to maintain accurate records and knowledge sharing.
• Support Problem Management efforts by identifying recurring issues contributing to root cause analysis and recommending supplier or internal process improvements.
• Collaborate closely with suppliers internal IT teams and airport system owners to ensure seamless handoffs and effective incident communication.
• Maintain awareness of airport operational priorities ensuring that incidents with potential to disrupt critical services are escalated appropriately.
• Contribute to the development and maintenance of knowledge base articles SOPs and escalation guides for airport systems.
• Continuously develop technical and ITSM expertise through training and professional development with a focus on multi-supplier service integration.
• Perform other duties as assigned by management.

Knowledge Skills and Abilities

• Strong knowledge of IT Service Management (ITSM) principles with practical experience in ITIL Incident Request and Problem Management.
• Understanding of multi-supplier service delivery models with ability to coordinate across vendors while ensuring accountability and SLA adherence.
• Strong troubleshooting skills with ability to triage and resolve common hardware software and network-related issues.
• Excellent communication skills to interact with clients suppliers and internal teams maintaining professionalism under pressure.
• Analytical and problem-solving skills with ability to identify patterns trends and improvement opportunities.
• Strong customer service orientation particularly in high-demand mission-critical environments such as airport operations.

Education / Experience Requirements

• High School Diplomaor equivalent required Associates or Bachelors degree in Information Technology or related field preferred.
• 1 years of Service Desk or IT support experience; experience in aviation transportation or other mission-critical environments preferred.
• Familiarity with airport systems (e.g. flight information baggage handling passenger processing communications) is a strong advantage.
• Prior experience coordinating with multiple suppliers/vendors in a technical support or ITSM environment.
• Experience with ITSM tools such as ServiceNow Ivanti BMC Remedy or similar.
• Proficient in Microsoft 365 suite (Word Excel Outlook Teams SharePoint).
• ITIL Foundation certification (preferred or must be obtained within 12 months of hire).

Key Success Factors

• Consistently meets SLAs for incident and request handling including escalations to external suppliers.
• Ensures smooth coordination and communication across multi-supplier environments.
• Maintains high levels of customer satisfaction especially during critical airport operational events.
• Contributes to continuous improvement in service delivery supplier collaboration and knowledge management.

Supervisory Responsibility: None