IT Service Desk Analyst

Job Qualifications:

• Candidate must have excellent English communication skills.
• Candidate must have a Bachelor's/College Degree in any field.
• At least 6 months of Service Desk, Helpdesk, Technical Support experience is required.
• Strong team player
• Must be able to demonstrate strong problem-solving skills
• ITIL certification is an advantage

Job Responsibilities:

• Troubleshoots hardware, software, and network operating problems via phone and involves technical resources to ensure resolution.
• Applies understanding and knowledge of information systems products and services to assist users.
• Identifies, investigates, and researches user questions and problems, as well as isolates and resolves information systems issues.
• Coordinates referrals to appropriate technical, professional, or service personnel.
• Receives and prioritizes issues and forwards them using appropriate escalation procedures.
• Provides functional or task leadership.
• Coordinates special projects and system upgrades.
• Briefs customers and/or management on the status of resolution efforts.
• Serves as a technical advisor to users with complex system issues by resolving them or conferring with technical personnel.
• Recommends system or process improvements, including procedures, training, and enhanced documentation.
• May provide occasional functional and technical guidance to less experienced staff.
• Oversees and coordinates with the quick-response customer support team and interfaces with clients (over the phone or other support channels) to troubleshoot, analyze, and diagnose complex issues, engaging appropriate technical resources to resolve them.
• Works under limited supervision to provide prompt and professional Help Desk service through the quick processing and prioritization of a variety of problems.
• Performs other duties as assigned.