The Service Desk Analyst provides first-line support for Decision Analytics software applications and hosted solutions across EMEA clients during agreed service hours. You will be logging, managing, prioritising, resolving, and escalating incidents and service requests, while ensuring communication and effective resolution in partnership with dedicated support teams. You will report to the Customer Service Manager.

What you will do:

Act as the first point of contact for internal and external users requiring support for Decision Analytics software and hosted solutions
Log, triage, prioritise, and manage incidents and service requests in the incident management system
Monitor issues through to resolution, ensuring accurate updates, clear ownership, and escalation where needed
Support incident desk activities following agreed service levels, performance standards, and operational procedures
Work closely with internal support teams to coordinate investigation and resolution of client issues
Ensure all support activities are delivered within agreed Service level agreements and OLAs
Produce and share monthly service reports for clients, highlighting service performance and key trends
Assist the Customer Service Manager in creating, implementing, reviewing, and maintaining SLAs, OLAs, and support processes
Identify recurring issues, process gaps, and improvement opportunities to help enhance service quality and customer experience
Maintain accurate documentation, ticket records, and knowledge materials following team standards and contribute to continuous improvement across service operations

What you will bring:

High level of Turkish language;
High level of English language;
Client focus - readiness to listen and respond to Client issues and requests;
Readiness to develop close relationships with other teams and external clients;
Previous Service Desk/ IT support experience;
Experience with analysis of reported issues and logging as either Incidents or requests;
Familiarity with Service Desk User Manual.

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This is a hybrid job role.

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