Analyst

Job Description (Posting).

Service Desk Analyst Job Description

Job Summary

Work with our Service Desk, Documentation, Remote Monitoring/Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems.

Work with clients directly over the phone and using remote software.

Monitor and respond to end user client events, reported incidents and service requests (e.g. desktop, server, virtualisation and application) as they arise.

Proactive identification and analysis of issues (including P1 incidents, logs, analysis, and vendor alerts) and manage problem through to resolution.

Input into development and documentation of service management procedures and standards to ensure engineering best practices are maintained.

Essential Duties and Responsibilities

Serve as the first point of contact for customers seeking technical assistance over the phone or chat

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Determine the best solution based on the issue and details provided by customers

Walk the customer through the problem-solving process

Direct unresolved issues to the next level of support personnel

Provide accurate information on IT products or services

Record events and problems and their resolution in logs

Follow-up and update customer status and information

Pass on any feedback or suggestions by customers to the appropriate internal team

Identify and suggest possible improvements on procedures

Skills and Abilities

Phone support experience necessary.

ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management

Technical helpdesk experience is necessary.

Disciplined, systematic problem solving skills required.

Hands-on work experience with the following:

o Windows Operating systems

o Clients: Windows7, Windows 10

o Servers: Windows 2003, Windows 2008,

o Knowledge of Active Directory, Exchange

ITSM ticketing tools Service Now

User account creation for Active Directory, Exchange Mailboxes, Distribution lists

Remote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools

MS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.

Internet/Edge browsers (e.g. Explorer, Chrome, Firefox).

VPN and remote dial-in users

Support for laptop, desktops, and printers

PDA and MDM support

Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Education / Expertise

Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication), Science & Technology or equivalent.

At least 2-year prior experience with Systems Integrator or Managed Services Provider is a must

Experience with MS Server operating systems and ancillary services (Windows Server 2008R2 and 2012, Remote Desktop Services, AD, DFS, DHCP, DNS, Scripting skills)

Experience with mobile device troubleshooting (iPhones, iPads, Android phones/tablets)

Intermediate to Advanced skills encompassing:

o Microsoft Server and Desktop OS troubleshooting skills across all current versions

o Microsoft Office 365 troubleshooting and configuration skills

o Network (fundamental) troubleshooting skills

o Office 365 support

(1.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases. (3.) To maintain high login Efficiency (Availability) for customers. (4.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or