IT Service Desk Analyst

Job Title: IT Service Desk Analyst

Experience Level: 4-6 years

Detailed JD:

•         Act as a single point of contact for phone calls, e-mails, chat and walk-ups from staff regarding IT Issues and queries

•         Answering and responding to all phone calls in a friendly effective manner (working towards SLA)

•         Accurately record and prioritise Incidents and Service Requests against SLAs and resolution targets

•         Service request fulfilment

•         Incident management

•         Own and progress call queues (own queue & teams' queue) and support tasks, ensuring timely resolution within SLA

•         Resolve escalated calls from the business

•         Resolve 80% of first-time fix incidents

•         Carry out Morning & Evening checks

•         Monitoring IT Service Desk mailbox  ,Monitoring IT Service Desk unassigned Service Now queue

•         Providing support to global users

•         Resolving customer issues or escalating to support teams where necessary

•         Proactively look for ways to improve customer processes or support operations

•         Opportunities to get involved with a range of IT project work

•         To participate on a shift rota between 07:00 and 18:00 Monday to Friday

•         Promote teamwork and knowledge sharing

•         Create, maintain and review knowledge articles shared with all IT support teams

•         Previous IT experience working on an ITIL aligned Service Desk

•         Proven customer service experience with excellent written and verbal communication skills

•         Strong problem-solving and analytical skills with the ability to extract relevant information quickly and effectively

•         Experience of working in a fast-paced office environment with the ability to work under pressure and manage multiple tasks at any one time

•         Experience of using a Service Now toolset to log incidents/request

•         Provided 1st/2nd line service desk support and worked with Windows 7, Active Directory, Exchange, MS 2010, Office365, Airwatch, Intune, Skype.

If interested, then please share your updated resume with details below:-Please fill the details:-( Mandatory Details)

1.       Total Experience:

2.       Relevant Experience:

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5.       Notice Period(Negotiable):

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