Job Description

The Service Desk Analyst is responsible for providing first and second level administrative and technical support for the resolution or escalation of laptop and desktop hardware and software related problems and problems related to IP telephony, connectivity, security, servers and real time operations. The Service Desk Analyst serves as the initial point of contact for technical problems and perform troubleshooting tasks, problem diagnosis and problem resolution or escalation.

Roles and Responsibilities in Junior Level Role

• In Global Service Desk Analyst role: Provide front line support for customers by answering calls, emails and web requests, and entering the issues into a ticketing system.
• Provide first line investigation and diagnosis for incidents.
• Resolve and close incidents and service requests as per service desk procedures and allocated timelines.
• Escalate unresolved incidents and service requests within agreed timescales.
• Log relevant incident and service request details per help desk procedures.
• Communicate with customer regarding incident progress.
• Ensure assigned tickets are up to date until issues are resolved.
• Comply with Quality, Health, Safety and Environment policies and Information Technology (IT) policies including continuous improvement initiatives.
• Liaise with customers, other IT support groups and third-party providers when necessary.
• Update the Knowledge Base with known problems and fixes.
• Record customer information including name, Product Line, contact information, and nature of problem or issue.
• Provide support and assist IT users in resolving IT issues.

Qualifications and Experience:

• Diploma or Bachelor degree in IT Major.
• 0-3 years of experience in the same field.
• Excellent verbal and written communication skills.
• Ability to manage several projects simultaneously while working under pressure to meet deadlines.

IT internship