Senior Specialist / Assistant Manager

The Service Desk Analyst will be responsible for providing first-line technical support to end-users, ensuring timely resolution of IT issues. This role requires excellent problem-solving skills, strong analytical skills, a strong understanding of IT systems and processes, and a customer-focused approach, ability to communicate effectively with users at all levels. Power BI capability and ServiceNow experience being preferred skills.

Key Responsibilities:

• Serve as the first point of contact for all IT-related inquiries and issues.
• Provide first-level technical support to end-users via ServiceNow ticketing system, phone, email, and teams chat.
• Log, manage, and prioritize service desk tickets to ensure timely resolution.
• Escalate complex issues to second-level support or relevant resolver group.
• Maintain accurate documentation and track support requests and resolutions using a ticketing system.
• Assist users with Power BI report and dashboard creation, modification, and troubleshooting.
• Conduct training sessions and create user guides to enhance user proficiency.
• Maintain and update IT support documentation and knowledge base.
• Collaborate with other IT team members to improve support processes.
• Stay updated with the latest IT trends and technologies.

Qualifications:

• Bachelors degree in Information Technology, Computer Science, or a related field.
• Proven experience in a service desk or technical support role.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Familiarity with Power BI and data visualization tools is preferred.
• Experience with ServiceNow or similar IT service management tools is preferred.
• Knowledge of SQL, DAX, and other data manipulation languages is a plus.
• Ability to work independently and as part of a team.
• Certification in ITIL or CompTIA A+ is a plus.

Required Certifications:

• CompTIA A+: This certification covers essential IT skills and is ideal for entry-level IT support roles
• ITIL Foundation: This certification provides a basic understanding of IT Service Management (ITSM) and is widely recognized in the industry

Shift Timings and Work Hours:

• Shift Timings: Rotational shifts including morning, evening, and night shifts.
• Work Hours: 8-hour shifts with a 1-hour break, totaling 9 hours per shift.
• Availability: Must be available to work weekends and holidays as needed.

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Collaborative and supportive work environment.
• Access to the latest tools and technologies.