Service Desk Analyst

Roles & Responsibilities:

Below is 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-paced 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 summarizes 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