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Service Desk Analyst – Level 1, Level 2
NexTbil Tech. Act as the first point of contact for external B2B customers .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in B2B IT Service Desk operations, including incident management, ticket resolution, and customer support. Proficient in using Jira Service Management and familiar with ITIL best practices to enhance service efficiency and user satisfaction.
Highest-signal resume keywords
Jira Service ManagementITIL/ITSM Best PracticesTechnical SupportService Desk Ticketing SystemsCustomer-Facing Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementTroubleshootingRoot Cause AnalysisSoftware ProvisioningHardware ProvisioningAccess ManagementOperating SystemsNetworkingSystem MonitoringPerformance Reporting
Soft Skills
Excellent Communication SkillsProblem-Solving SkillsAttention to DetailPrioritizationCollaboration
Tools & Technologies
JiraServiceNowWhatsAppSlackMicrosoft Teams
Certifications & Qualifications
ITIL v3 CertificationITIL v4 Certification
Industry Keywords
B2B IT Service DeskCustomer SupportService Level AgreementsTechnical IssuesIT Infrastructure
Tech Stack
Tools & technologiesITSMMacOSServiceNow
About the role
Key responsibilities & impact- Act as the first point of contact for external B2B customers
- Manage, triage, and resolve incidents and service requests logged via Jira Service Management
- Ensure tickets meet defined SLAs and manage escalations according to contractual commitments
- Provide first-line technical support for software, hardware, network, and access-management issues
- Troubleshoot password resets, installations, login problems, and general system errors
- Monitor and manage tickets across Jira platforms and third-party vendor ticketing systems
- Escalate unresolved, critical, P1/P2, or business-critical incidents with detailed documentation
- Process requests such as software access, hardware provisioning, and account creation
- Collaborate with internal teams and third-party vendors
- Monitor business systems and services for disruptions or degradations
- Support incident communication using WhatsApp, Slack, Microsoft Teams, and email
- Track Root Cause Analysis tickets and follow up with responsible teams
- Maintain timely communication with users about ticket updates, timelines, and resolutions
- Provide guidance on tools, SOPs, and IT best practices
- Maintain documentation on recurring issues and resolution steps
- Contribute to ticket, performance, and periodic operational reporting
- Create knowledge base articles and FAQs
- Identify service desk trends and recommend process improvements
- Partner with ITOps, Development, and Product teams on complex issues
- Stay informed about technologies, system updates, and industry best practices
- Help implement enhancements to improve service desk efficiency and user satisfaction
Requirements
What you’ll need- Proven experience in a B2B IT Service Desk or customer support role
- Experience using Jira Service Management or a comparable ITSM tool
- Understanding of ITIL/ITSM best practices, especially in B2B environments
- 2 years of proven experience in a service desk or technical support role
- Strong familiarity with service desk ticketing systems
- Solid understanding of common IT software, hardware, networking, and operating systems, including Windows and macOS
- Excellent written and verbal communication skills
- Ability to interact with technical and non-technical users
- Ability to prioritize and manage multiple service requests and technical issues while ensuring SLAs are met
- Strong problem-solving skills and attention to detail
- Prior experience in a customer-facing role within a B2B technology environment
- Familiarity with service reporting, SLAs, and supporting multiple customer organizations
- Experience with Jira, ServiceNow, or similar service management platforms
- Basic knowledge of networking, operating systems, and IT infrastructure
- ITIL v3 or v4 certification or working knowledge of ITIL principles is preferred
- Previous experience in a fast-paced service desk or IT support environment is preferred
Benefits
Comp & perks- Performance-based bonuses
- Flexible working options, including remote and hybrid working models
- Comprehensive health insurance
- Wellness initiatives and physical and mental well-being resources
- Training programs
- Mentorship
- Clearly defined career development paths
- Diverse, inclusive, and team-oriented workplace
- Regular team events and social activities
- Competitive compensation
- Medical insurance
- Structured learning, development, and career growth opportunities