Service Desk Analyst

Job Responsibilities:

• Provide assistance and support to users with L1 Type of queries/issues.
• Provide single Point of Contact (SPOC) for assistance with IT Services under
• scope.
• Monitor and respond quickly and effectively to requests received through the
• IT Helpdesk system.
• Follow standard help desk procedures.
• Log IT related (incidents, service requests, events) from users received
• through phone, mail, or employee self- service.
• Recording, tracking, and updating incident information in Service Now.
• Respond to requests for technical assistance in person, via phone or
• electronically.
• Route service requests to the appropriate teams.
• Assist with the onboarding and off boarding of employees.
• General account management.
• Identify and escalate incidents based on priority.
• Mange user and computer properties on systems like SSO, MFA and AD.
• Perform upgrade/maintenance of system and software applications.
• Configure and provide end user support for desktops and laptops.
• Configure network settings using DHCP, DNS and 3-party software.
• Generate service management reports as mutually agreed from the ticketing
• tool and publish.
• The same to the respective stakeholder.
• Verify/Assign incidents based on the priority matrix.
• Document internal procedures and update knowledge articles accordingly.
• Ensure incidents are resolved on time.
• Be a champion to our customers.

• Diploma/bachelors degree in science or equivalent experience.
• Experience: Min 1.5 years
• Working knowledge of fundamental operations of relevant software
• background and others.
• Knowledge of relevant call tracking applications.
• Knowledge of Active Directory.
• Should have good written and verbal communications skills.
• Knowledge and experience of customer service practices.
• Related experience and training
• User support experience, including remote support.