Incident Management Analyst - Venues & Events Operations

Description

Summary: Experienced Incident Management Analyst / IT Service Desk professional sought to provide first-line IT support, manage incidents, and ensure timely resolution within agreed SLAs for a large enterprise. Highlights: 1. Provide first-line IT support and manage incidents/service requests. 2. Troubleshoot hardware, software, network, VPN, email, and application issues. 3. Support Microsoft 365, Active Directory, user accounts, and access provisioning. **Job Summary:** We are looking for an experienced **Incident Management Analyst / IT Service Desk professional** to provide first\-line IT support, manage incidents and service requests, and ensure timely resolution within agreed SLAs for a large enterprise environment. **Key Responsibilities:** * Act as the first point of contact for **IT incidents, service requests, and user inquiries**. * Log, categorize, prioritize, and manage tickets according to **ITSM/ITIL processes and SLAs**. * Troubleshoot **hardware, software, network, VPN, email, and application issues**. * Provide first\-level resolution and escalate complex issues to **L2/L3 teams**. * Support **P1/P2 and major incident management** activities. * Monitor ticket queues and ensure timely follow\-ups and resolution. * Support **Microsoft 365, Active Directory, user accounts, and access provisioning**. * Assist with **onboarding/offboarding** and maintain proper documentation. **Requirements:** * Minimum **5 years of IT experience**, including **3\+ years in IT Service Desk / Technical Support**. * Experience supporting **large enterprise environments with 2,000\+ users**. * Experience working in **24/7 support environments with rotational shifts**. * Strong knowledge of **ITIL\-based Incident, Service Request, Problem, and Change Management**. * Good knowledge of **Microsoft 365, Active Directory, VPN, Wi\-Fi, and basic networking**. * Strong troubleshooting, communication, documentation, and customer service skills. * Bachelor's degree in **IT, Computer Science, Engineering, or related field**. * **ITIL Foundation certification is preferred.** Application Question(s): * How many years of experience do you have in IT Service Desk / IT Support? * Have you supported a large enterprise environment with 2,000\+ users? * Do you have experience working in a 24/7 IT support environment with rotational shifts? Work Location: In person