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 rotational shift pattern between 09:00 AM – 5:00am Monday – Friday. The successful candidate should also be ready to work 24*5.
Location – Airoli
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 application like OneDrive, Forms etc.
To accurately log all relevant incident/service request and request for change details in accordance with service specific documented procedures.
To allocate categorisation and prioritisation levels in accordance with customer contractual requirements
To provide first line 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 First-Line-Fix, 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
Self-motivated
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
Desirable
Previous experience working within the Service Desk / Technical Support
Previous working experience within in first/second line support
ITIL Foundation Accreditation (v3 or v4)
Experience in other Service Management processes
Knowledge of MS Excel / Gsheets
Any graduate
NA
