Service Desk Analyst Reporting & Analytics

2.9

Job Type   /   Job Level

Full-time   /   Others/Any

Company Location

Philippines

Responsibilities

Provide Level 1 Service Desk support, including incident logging, ticket management, troubleshooting, escalation, and end-user assistance.
Monitor, track, and update support tickets to ensure timely resolution and compliance with service level agreements (SLAs).
Gather and consolidate data from ticketing systems, databases, spreadsheets, and operational reports.
Ensure data accuracy and quality by identifying and correcting errors, inconsistencies, and missing information.
Analyze Service Desk and operational data to identify trends, recurring issues, and opportunities for process improvement.
Create dashboards, charts, graphs, and other visual reports to communicate operational performance and service metrics.
Prepare regular and ad hoc reports for management, clients, and stakeholders.
Maintain reporting databases and documentation to ensure data integrity and accessibility.
Collaborate with Service Desk teams and other departments to understand reporting requirements and provide actionable insights.
Monitor key performance indicators (KPIs) such as ticket volume, resolution time, SLA compliance, and customer satisfaction.
Support workforce planning and operational decision-making through data analysis and reporting.
Identify recurring incidents and recommend improvements, automation opportunities, or preventive measures.
Ensure data handling practices comply with company policies, security standards, and data privacy regulations.

Qualifications

Minimum Qualifications:

Bachelor's degree in Information Technology, Computer Science, Information Systems, Statistics, Business Analytics, or a related field.
At least 1–3 years of experience in Service Desk, IT Operations, Reporting, Data Analysis, or a related role.
Experience working with ticketing systems such as ServiceNow is an advantage
Proficient in Microsoft Excel, including Pivot Tables, data analysis, and report generation.
Experience with data visualization and reporting tools such as Power BI, Tableau, or similar platforms is preferred.
Strong analytical and problem-solving skills with the ability to interpret and present data effectively.
Knowledge of IT Service Management (ITSM) processes, incident management, and SLA monitoring is an advantage.
Ability to identify trends, recurring issues, and opportunities for process improvement through data analysis.
Strong attention to detail and commitment to data accuracy and quality.
Good communication and presentation skills, with the ability to translate data into actionable insights.
Ability to manage multiple tasks and work effectively in a fast-paced environment.
Familiarity with data privacy, information security, and company compliance requirements.
Willing to provide Service Desk support and collaborate with technical teams as operational needs require.

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