Service Desk Analyst

Hi,

We are hiring for Service Desk Analyst

Roles & Responsibilities: Service Desk Analyst

1. Act as a single point of contact for phone calls and tickets from staff regarding IT issues and queries
2. Receiving, logging and managing calls from internal staff via ticketing system, direct walkins, slack and email.
3. Maintaining an Asset Database and track changes
4. 1st and 2nd line support - troubleshooting of IT related problems from in-house Network, software to hardware, such as Laptops, PCs and Printers
5. Escalate unresolved calls to the concerned support team
6. Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
7. To maintain a high degree of customer service for all support queries and adhere to all service management principles
8. Publishing support documentation to assist staff with requests for information.
9. Basic User Access Management knowledge. Creating user accounts, reset passwords, create groups etc.
10. To arrange for external technical support where problems cannot be resolved in house
11. May be required to work a flexible schedule, including nights, weekends and holidays.
12. Basic User & Security Group Access Management administration
13. Incident Management experience Managing incidents including business expectations and communication
14. Should have OS knowledge on installation, configuration, troubleshooting on Windows, Mac OS, Unix.
15. Should have basic knowledge on Cloud Infrastructure, SAAS based applications.

Qualifications

• Bachelors degree or equivalent work experience in Computer Science or Engineering
• 3 5 years experience with end-user IT support including desktops, laptops, and mobile devices
• Advanced working knowledge of AV equipment and devices including web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems
• Strong analytical, problem-solving, and organizational skills
• Must possess outstanding communications skills
• Experience and demonstrated ability in conflict resolution and customer service techniques
• Working knowledge of Windows OS (Version 10), Mac OS a must.
• Outstanding MS Outlook, MS Word, PowerPoint, and Excel skills
• Working knowledge of IAM tools like Okta, Endpoint tools (JAMF, Intune or WS one)
• Collaboration tools like Slack, Teams and AV tools such as Zoom.
• Broad knowledge of networking concepts
• Ability to handle multiple projects and deadlines