IT ServiceDesk Analyst

Primary Roles & Responsibilities

• Act as the initial point of contact for clients requiring support for airport systems, applications, and infrastructure provided by multiple suppliers.

• Log, categorize, prioritize, and resolve incidents and service requests in accordance with ITIL/ITSM processes, with strong attention to operational impact.

• Perform first-level troubleshooting and resolution; escalating incidents and requests to Tier 2 support or to external suppliers following documented procedures.

• Coordinate with multiple vendors and suppliers, ensuring that escalated issues are tracked, updated, and resolved within agreed contractual SLAs.

• Monitor service desk tickets and ensure timely updates and closure for all assigned cases.

• Document all actions taken, resolution details, and supplier interactions to maintain accurate records and knowledge sharing.

• Support Problem Management efforts by identifying recurring issues, contributing to root cause analysis, and recommending supplier or internal process improvements.

• Collaborate closely with suppliers, internal IT teams, and airport system owners to ensure seamless handoffs and effective incident communication.

• Maintain awareness of airport operational priorities, ensuring that incidents with potential to disrupt critical services are escalated appropriately.

• Contribute to the development and maintenance of knowledge base articles, SOPs, and escalation guides for airport systems.

• Continuously develop technical and ITSM expertise through training and professional development, with a focus on multi-supplier service integration.

• Perform other duties as assigned by management.

Knowledge, Skills, and Abilities

• Strong knowledge of IT Service Management (ITSM) principles with practical experience in ITIL Incident, Request, and Problem Management.
• Understanding of multi-supplier service delivery models, with ability to coordinate across vendors while ensuring accountability and SLA adherence.
• Strong troubleshooting skills with ability to triage and resolve common hardware, software, and network-related issues.
• Excellent communication skills to interact with clients, suppliers, and internal teams, maintaining professionalism under pressure.
• Analytical and problem-solving skills with ability to identify patterns, trends, and improvement opportunities.
• Strong customer service orientation, particularly in high-demand, mission-critical environments such as airport operations.

Education / Experience Requirements

• High School Diploma or equivalent required, Associate's or Bachelor's degree in Information Technology or related field preferred.
• 1+ years of Service Desk or IT support experience; experience in aviation, transportation, or other mission-critical environments preferred.
• Familiarity with airport systems (e.g., flight information, baggage handling, passenger processing, communications) is a strong advantage.
• Prior experience coordinating with multiple suppliers/vendors in a technical support or ITSM environment.
• Experience with ITSM tools such as ServiceNow, Ivanti, BMC Remedy, or similar.
• Proficient in Microsoft 365 suite (Word, Excel, Outlook, Teams, SharePoint).
• ITIL Foundation certification (preferred or must be obtained within 12 months of hire).

Key Success Factors

• Consistently meets SLAs for incident and request handling, including escalations to external suppliers.
• Ensures smooth coordination and communication across multi-supplier environments.
• Maintains high levels of customer satisfaction, especially during critical airport operational events.
• Contributes to continuous improvement in service delivery, supplier collaboration, and knowledge management.