IT Service Desk Analyst - L1

Job description :

Experience – 6 months to 1 year.

Good-to-Have :

An ITIL V4 / V3 Foundation qualification is preferable but not essential

Knowledge of ITIL Processes – Incident, Service Management

Project management experience

Knowledge of cloud-telephony tools from reporting perspective

Responsibilities :

Analysing and evaluating software and IT systems

Answering incoming IT questions from clients and staff in person, over the phone or remotely

Performing system installations, upgrades and maintenance procedures to prevent service outages

Creating FAQ materials and training manuals for end users to easily access

Keeping service desk records up to date

Making suggestions to improve IT performance and avoid future issues

Coordinating with internal divisions to ensure that the company is meeting IT requirements

Keeping up with technological developments

Required qualifications include the following :

An associate or bachelor's degree in computer science, information systems or a related field

A minimum of two years' experience working in end-user support and IT performance analysis role

Comprehensive and up-to-date understanding of computer hardware and software

Proficiency with task management and customer relationship management software

Outstanding analytical and problem-solving abilities

Advanced interpersonal, communication and teamwork abilities

Excellent time-management and organisational skills

Manage all vendors related to Service Desk

Manage SLA's and KPI's on monthly basis

Participate in hiring of service desk resources at lead level

Run daily, weekly, and monthly meetings related to Service Desk

Ensure all updates are shared with all Service Desk teams

Create reports from all tools of service desk

Responsible for knowledge management related to Service Desk

Work on smooth transition of new tools or processes affecting Service Desk

Skills Required

Incident Service Management, ITIL V4, Cloud-telephony tools, Customer relationship management software