Service Desk Analyst

About the role

Planet is seeking a Service Desk Analyst to be the first point of contact for its global workforce. You will handle inbound incidents and service requests across multiple channels, aiming to resolve issues quickly and keep services within SLA targets.

Key responsibilities

• First‑line support – act as the single point of contact for incidents and service requests via phone, chat, self‑service portal and email, owning each ticket to resolution or escalation.
• Triage & logging – accurately log, categorise and prioritise contacts in Jira Service Management, providing clear, actionable details.
• First‑contact resolution – resolve common endpoint, account, connectivity and application issues using knowledge articles and SOPs.
• Identity & access – manage password resets, MFA, account unlocks and access requests in line with Joiner‑Mover‑Leaver policies.
• Escalation management – forward complex tickets to L2/L3 teams or third‑party vendors with full diagnostics and track to closure.
• SLA & queue management – meet response and resolution SLA targets, monitor queue load and balance personal workload.
• Knowledge & self‑service – create and improve knowledge articles to promote self‑service and reduce repeat contacts.
• Customer experience – deliver friendly, professional support and maintain high CSAT scores.
• Asset accuracy – keep asset and configuration records up‑to‑date for starters, leavers and hardware moves.

Required profile

• Proven experience in a service‑desk or first‑line IT support role, preferably within a global or regulated organisation.
• Strong working knowledge of Windows 10/11, Microsoft 365 and common business applications.
• Familiarity with Active Directory / Entra ID account administration (password resets, MFA, group membership).
• Confidence using an ITSM ticketing tool such as Jira Service Management.

Required skills

• Windows 10/11 operating systems
• Microsoft 365 suite
• Active Directory / Entra ID account administration
• Jira Service Management (ITSM ticketing)