Service Desk Analyst
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About the role
The Service Desk Analyst will be responsible for Service ticket creation, assignment, categorization, prioritization, escalation, tracking, closure and feedback as per defined SLA in the SOW meeting FCR. The Service Desk Analyst should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents.
Key responsibilities
Service ticket creation, assignment, categorization, prioritization, escalation, tracking, closure and feedback as per defined SLA
Follow KEDBs and Wikis for resolving technical issues
Follow defined processes (SOPs/SOWs) while attempting to resolve incidents
Resolve IT issues via phone, email, and chat
Configure and troubleshoot Software and Hardware
Troubleshoot O365, VPN, Skype, Printer, Active Directory, and MS-Office
Use ServiceNow to log, track, and close tickets
Troubleshoot Outlook within a network environment (permissions, calendar sharing, delegation)
Troubleshoot Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint
Support Windows laptops, Mac books, Desktop, Multi-functional devices (MFD), Mobile and Tablets
About you
IT Service Desk experience 1-5 years
Excellent troubleshooting skills (O365, VPN, Skype, Printer, Active Directory, MS-Office)
Understanding of Windows X operating system
Experience working with ServiceNow to log, track, close tickets
Experience in resolving IT issues via phone, email, chat
Excellent telephone etiquettes and customer service
Knowledge of Microsoft based operating systems with emphasis on Windows X
Basic understanding of PC hardware set-up and configuration
Good understanding of infrastructure management processes; Understanding of ITIL framework is needed
Good communication (written and oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
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