Service Desk Analyst

Summary The role of Service Desk Analyst is to support the IT team in all aspects of technical service desk management, project tasks and monitoring. ESSENTIAL DUTIES AND RESPONSIBILITIES Action and resolve all incidents / requests that come to the service desk queue or phone lines with the agreed service levels. Ensure that ticket assignments will maximize efficiency. Escalate tickets to the relevant level if required and request updates. Ensure that the entire ticket life cycle is carried out with the highest level of customer service through appropriate communication and follow ups. Proactively keep the end user updated on the current ticket status with related communications. Stay up to date with all relevant technology hardware and software to provide the first level of support. Assist in relevant and identified projects and contributes inputs where required. Assist in disaster recovery testing and support for any production disaster recovery incidents. Contribute strongly to the team in achieving the overall team objectives. Actively gain knowledge from more experienced team members. Ensure that all activities conform to the process and procedures that are in place in the IT department. Ensure complete compliance with internal and corporate policies REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education A degree in IT or relevant experience ITIL Certified General knowledge of information technology, theory, principles, and practices. Any technical qualifications Experience Minimum of 2 years in a helpdesk role. Outstanding time management, organizational skills, oral/written communication skills, critical thinking and attention to detail is required. Ability to interact and communicate with colleagues efficiently and effectively. Be able to work under pressure and against tight deadlines to implement pragmatic and intelligent decisions. Be adaptable and work as an effective member of a team. Work conscientiously and use own initiative. Be calm under pressure and manage stressful situations. Strong MS Office Skills. Strong understanding of Active Directory. Experience support Team and office 365. MFA experience