As a Technology Solution Center (TSC) Analyst Lead within  Technology Service Desk organization, you will serve as a point of contact responsible for delivering high-quality technical support across the enterprise. This role combines hands-on troubleshooting with ensuring efficient resolution of technology issues while maintaining exceptional customer service standards.
You will operate within a fast-paced, multi-channel support environment, providing assistance via phone and ticketing systems. The role requires strong technical aptitude, communication skills, and the ability to manage escalations.
Key Responsibilities
Service Desk Operations
Act as an escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impact.
Multi-Channel Support Delivery
Provide support through phone and ticketing platforms, while maintaining quality and responsiveness. This role may require chat support based on business needs.
Incident & Ticket Management
Create, document, track, and resolve incidents using tools such as ServiceNow or similar ITSM platforms. Ensure proper prioritization, categorization, and documentation of issues.
Technical Troubleshooting
Diagnose and resolve hardware, software, network, and access-related issues across a variety of systems and applications.
Customer Experience Excellence
Deliver a high level of customer service by clearly communicating technical solutions to non-technical users and maintaining professionalism in all interactions.
Team Leadership & Support
Provide guidance, coaching, and support to junior analysts, as needed.
Process Improvement
Identify trends in incidents and recommend process improvements, knowledge base enhancements, and automation opportunities to increase efficiency.
Compliance & Security
Adhere to organizational policies, security standards, and confidentiality requirements, especially while working in a remote environment.
Required Qualifications
Proven Service Desk / IT Support experience in a professional environment
Strong experience handling phone based technical support
Familiarity with ticketing systems (ServiceNow preferred)
Demonstrated ability to manage high-volume support
Solid IT background (hardware, software, networking fundamentals)
Excellent troubleshooting, communication, and customer service skills

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