Analyst - IT Service Desk
Management Outsourcing
Summary of Role
As an IT Service Desk Analyst, you
will be responsible to assist in the implementation and maintenance of ITSM processes,
handle routine service requests and incidents, participate in documentation, knowledge base
creation and collaborate with other IT teams for issue resolution.
Job description
Roles and Responsibilities
• Provide support and management of
incidents and service requests according to established IT Service Management
(ITSM) processes and procedure.
• Ensure accurate recording of
clients and incidents' details and troubleshooting progress.
• Resolve incidents and service
requests, sometimes using automated or standardized and documented resolution
processes.
• Escalate incidents and service
requests to higher support levels or specialist support teams in accordance with
established ITSM processes and SLAs.
• Identify potential issues and act
on these in accordance with the established ITSM processes.
• Serve as an escalation point for
incidents and service requests raised as an application champion for an assigned suite of
line of business services.
• Maintain a high degree of
customer service for all support queries, take ownership of user problems and be proactive when
dealing with user issue.
• Adhere to GDPR (General Data
Protection Regulation) and Data Protection Act
• Ensure project reports and
SLA& KPI (Key Performance Indicators) are updated.
• Adhere to all Risk &
Compliance procedures in line with company and the client's expectations.
• Involve in Incident Management,
coordinating responses to incident reports, minimizing negative impacts, and
restoring service as quickly as possible.
Job requirement
Qualification & Experience
• Higher School Certificate
• 0-1 year of experience in IT
Support
• Professional certifications in IT
would be an advantage.
Skills
• Good IT troubleshooting skills.
• Customer Focused and Quality
Oriented
• Good organization and planning
skills.
• Effectively demonstrates
teamwork, problem solving, demonstrates the ability to quickly acquire knowledge in the support of applications and services.
• Good communication (Written and
Verbal) and Knowledge of Telephony System.
• Conversant with Office 365 and MS
Excel.
• Good analytical and strong
problem-solving skills.
• Good time management skills.
• Eagerness to learn new
technologies, keeping up to date with industry trends.
• Ability to prioritize task.
• Ability to manage time
effectively.
Other:
• Ability to work on shift hours
(24x7 on 3 shifts)
