Service desk Analyst
Service desk Analyst
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Job Description
Job Description
The service desk analyst provides a point of communication to the users and a point of coordination for several IT groups and processes. The objective of the service desk analyst is to restore normal service to the users as quickly as possible.
The successful candidate will be required to work in a rotational shift pattern between 09:00 AM 23:30 AM MondayFriday. The successful candidate should also be ready to work 24*7.
Required Skills: Basic IT Technical Skills Interpersonal skills such as telephony skills communication skills active listening and customer care training.
The successful candidate will be responsible for:
- To recognise the importance of good timekeeping which ensures punctual login to the phone system and aids call management in line with service SLAS
- To manage the functional mailboxes and ensure timely logging of emails in the service management tool
- To be able to troubleshoot Microsoft Outlook Teams and other Microsoft applications like OneDrive Forms etc.
- To accurately log all relevant incident/service requests and requests for change details in accordance with servicespecific documented procedures.
- To allocate categorisation and prioritisation levels in accordance with customer contractual requirements
- To provide firstline investigation and diagnosis where applicable
- To collect and record accurate information (use Quick Solutions where in place) to aid the second line team to progress any calls transferred to their Group
- To resolve those incidents/service requests classified as FirstLineFix i.e. password resets and account reactivations/deactivations etc
- To keep users informed of progress (especially post SLA breach)
- To accurately close (using closure codes) all resolved incidents requests and other calls in a timely manner especially at month end
- To reflect on customer feedback through customer call closure surveys
- To contribute to team meetings
- To undertake all required training for the role
Essential
- Ability to make decisions and take ownership
- Ability to work under pressure
- Selfmotivated
- Excellent interpersonal and communication skills
- Experience in Incident Management.
- Knowledge of ITIL functions
- Excellent spelling and grammatical skills
- Ability to influence shape and manage processes
- Flexibility in approach
- Experience using incident logging tools
Qualifications :
Any graduate
Additional Information :
Excellent Communication Skills required.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
