Service Desk Analyst

Job Summary

The Service Desk Analyst provides an intermediate level of technical support and excellent customer service support to clients. The responsibilities include responding to Level I technical support incidents and requests as well as performing troubleshooting procedures and solving technical problems. This includes, but is not limited to desktop/laptop PC’s, scanners, printers, MS Office products, MS OS products and various commercial and client proprietary software. Analysts will aim to resolve issues with one touch utilizing various available remote tools. The Service Desk Analyst will process and manage customer contacts using telephone, web, email, chat or by the Service Desk ticketing system. The Service Desk Analyst will be responsible to maintain a high level of customer satisfaction.

Job Duties

  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
  • Receiving, logging and managing calls from internal staff via ticketing system, telephone and email
  • 1st line support – troubleshooting of IT related problems from in-house software to hardware, such as laptops, PCs and printers
  • Troubleshoot basic network issues such as MPLS and broadband issues
  • Escalate unresolved calls to the next level support team
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Troubleshooting of Microsoft based operating systems with emphasis on Windows 10 and Office
  • Respond to emergency situations and be on-call as assigned
  • Maintain compliance with company training and required read/reviews
  • Perform other related duties as required or assigned by team lead or manager

Job Requirements

  • Excellent verbal and written communication skills
  • Ability to multi-task in a fast paced, high pressure environment
  • Ability to quickly learn new technologies as they are introduced
  • Strong technical trouble-shooting skills
  • Ability to interact effectively with employees at all levels
  • Ability to help end users in stressful, hurried situations
  • Excellent customer service skills
  • Time management skills required
  • Ability to work flexible shifts including nights and weekends

Preferred Job Experience

  • Minimum of 2 years Help Desk/Customer Service experience required
  • Hardware & Software troubleshooting experience required
  • Prior experience on enterprise systems preferred
  • Associates Degree or four years of equivalent experience

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