Service Desk Analyst

Responsibilities:

• Perform first level support to assist end users at the onset of an issue or request.
• Serve as the first point of contact for end users seeking technical assistance over available contact channels.
• Provide initial investigation and diagnosis and promptly allocates unresolved issues as appropriate.
• Categorize and record reported queries and provide solutions.
• Log incidents and service requests and maintains relevant records.
• Support problem identification.
• Update users on the status of reported cases and advise users on appropriate course of action.
• Monitor issues and requests from start to resolution.
• Escalate unresolved problems to a higher level of support.
• Provide essential online security advice and support to end users.
• Delivering customer service through multiple channels.
• Monitor and respond quickly and effectively to issues/requests received through Service Desk.
• Contributes to creation of process documentation when needed.
• Submit daily, weekly and monthly reports as required.

Qualifications:

• Bachelor's degree in Computer Science, Information Systems, or any IT related course.
• 1-3 years' experience as a Service Desk Analyst providing end-user support role.
• Experience in ITSM tools like ServiceNow, JIRA amongst others.
• Exceptional analytical, diagnostic and problem-solving skills.
• Knowledge on computer programs and hardware.
• Customer-oriented and cool-tempered.
• Knowledge on any service desk software or ticketing tool.
• Excellent collaboration, communication, and interpersonal skills.
• Excellent prioritization and time management skills.
• Can start asap.