Service Desk Analyst

Job Role:

1. Incident Resolution:

• Analyzing and resolving escalated technical issues that cannot be resolved at the L1 level.
• Investigating and diagnosing problems and implementing effective solutions.

1. Customer Support:

• Providing high-quality customer service and support to end-users.
• Communicating technical information in a clear and understandable manner to non-technical users.
• Managing customer expectations and keeping them informed about the status of their reported issues.

1. Troubleshooting:

• Conducting in-depth troubleshooting of hardware, software, and network issues.
• Collaborating with other IT teams to resolve complex technical problems.

1. Documentation:

• Documenting and maintaining records of all reported issues and their resolutions.
• Creating knowledge base articles to facilitate faster issue resolution in the future.

1. Escalation:

• Escalating issues to L3 support or specialized teams when necessary.
• Collaborating with other support teams to ensure timely and effective problem resolution.

1. User Training:

• Providing training and guidance to end-users on using various systems and applications.
• Creating user guides and documentation to assist users in troubleshooting common issues.

1. System Administration:

• Performing system administration tasks such as user account management, permissions, and access control.
• Monitoring system performance and taking proactive measures to prevent issues.

1. Software Updates and Patch Management:

• Assisting in the deployment of software updates, patches, and security fixes.
• Ensuring that systems are up-to-date and secure.

1. Remote Support:

• Providing remote assistance to end-users using remote desktop tools or other technologies.
• Troubleshooting and resolving issues for users who may be located in different geographical locations.

1. Collaboration:

• Collaborating with other IT teams and departments to address cross-functional issues.
• Participating in meetings and sharing insights to improve overall IT infrastructure and support processes.

1. Continuous Improvement:

• Proactively identifying areas for improvement in processes and tools.
• Contributing to the enhancement of service desk procedures and workflows.

Qualifications:

• Bachelor’s degree in Computer Science (or a related field) is highly desirable;
• Microsoft industry vendor certifications, such as Microsoft MCSA or MCP preferred;
• Cisco industry vendor certifications, such as CCNA (Routing and Switching) advantageous; and
• ITIL Foundation v4 certification is required.
• Minimum 3 years experience with a high technical up to date skill set in Service Desk or other customer-facing technical support roles.
• Previous experience in a Managed Service or Professional Services environment preferred; and
• Sound understanding of ITIL Framework.

Additional Responsibilities:

• Achieve personal KPIs at all times
• Other duties may be delegated by the Business Unit Manager from time to time.
• Conduct all activities in accordance with company policies and procedures, as may be amended from time to time.
• Assist the Service Desk Team Leader in the day-to-day running of the Service Desk and perform administrative tasks as defined in client and internal Knowledge Management Systems, such as:
• Account modifications
• Office 365 Administration
• Alert Handling

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