Service Desk Analyst

Job Summary

Optimum is looking for a Service Desk Analyst to serve as the first contact for internal users. In this role, you will handle support requests and issues coming through phone calls, email, self-service tickets, and live chat. You will also work with other IT teams when needed to get requests resolved, while keeping customers informed, tracking progress carefully, and providing support that meets or exceeds expectations.

Key Responsibilities

• Assess user issues in a structured way, identify likely fixes, and consider any related impact.
• Use prior knowledge and available databases to work through user problems and find practical solutions.
• Escalate incidents that are difficult to solve or remain unresolved.
• Log, monitor, and follow each case from the initial report through to closure.
• Support day-to-day operations during changes while helping avoid interruptions and keeping service levels and information security requirements in mind.
• Handle routine service requests by sharing the information needed to complete them.
• Route unresolved calls or cases to the right team without delay.
• Work with AI tools and maintain an AI-first approach in daily tasks.

Qualifications

• Associate degree or equivalent practical experience of 1 year.
• Strong verbal and written communication abilities.
• Good people skills, including relationship building, active listening, and asking the right questions.
• Solid documentation and record-keeping skills.
• Ability to learn and retain information quickly.
• Comfort explaining technical troubleshooting in simple, user-friendly terms.
• Good analytical and problem-solving skills.
• Strong attention to detail.
• Self-driven and motivated.
• Works well in a team environment.

Additional Information

This role is based in Kingston, Jamaica and is an onsite full-time position.