Service Desk Analyst

Duties and Responsibilities

Below are list of responsibilities (not limited to )

• IT Support relating to technical issues involving Applications, operating systems and hardware.
• Issue or manage ticket as Level 1/2.
• Escalate to management when required.
• Basic technical support at the server, storage, network level.
• Ability to work in a team and communicate effectively.
• Act as the single point of contact for all types of incidents and service requests.
• Available to work weekends, holidays, and nights.
• Ability to adapt to a fast pace environment that is constantly changing.
• Experience communicating both verbally (on phone, one-on-one, to groups) and in writing (emails and reports) to various audiences (work group, team, company management, external clients).
• Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
• Provides customer service through actively listening, showing empathy and attention to detail. Proactively, follows up on problems. Anticipates customer concerns.
• Analyses and identifies hardware, software, procedural and/or communication problems.
• Communicates technical resolutions clearly, concisely and precisely verbally and in writing.
• Documents and summarises interactions with internal customers, accurately, for tracking and reporting purposes.
• Adheres to department and company policies, procedures, and expectations particularly service level objectives.
• Works with employees within and outside the department to ensure the resolution.
• Applies advanced diagnostic techniques to identify problems; investigate causes; and recommend solutions.
• Provides troubleshooting and support.
• Provides phone, email and help-desk support for local and off-site users.
• Analyses customer needs to determine functional and cross-functional requirements.
  • Maintains current knowledge of relevant technologies as assigned.
• Participates in special projects as required.
• When applicable, provides suggestions for process and procedure improvement.
• Incident management: Monitors, tracks the incidents and requests to ensure they are closed in time.
• SLA Management: Keeps tracks of SLA’s and ensures that agreed SLA’s are met.
• Reporting: Prepares daily, weekly, monthly reports in format requested.
• Escalation management.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• At least one year professional experience in a “help desk”/Service Desk or similar professional role.
• IT Support relating to technical issues involving Applications, operating systems and hardware.
• Escalate to management when required.
• Ability to work in a team and communicate effectively.Act as the single point of contact for all types of incidents and service requests.
• Experience in ITIL tools like Service Now, BMC Remedy etc is must.