Service Desk Analyst

Essential Duties and Responsibilities

• Work as part of the 11x7 Shift system on the IT Service Desk
• Receives and handles requests for service, following agreed procedures.
• 1st line support: troubleshooting of IT related problems
• Promptly allocates calls as appropriate.
• Logs incidents and service requests and maintains relevant records:
• Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
• Monitoring queues to ensure SLAs are maintained.
• Assigning the tickets which are out of scope to Service Desk/Other Teams
• Coordinating tickets that cross organizational boundaries to ensure customer satisfaction

Skills and Abilities

• Strong organization skills and ability to multi-task and prioritize work
• Excellent communication skills with the ability to work with executive staff members both internally and externally
• Ability to deliver engaging, polished, and professional presentations to internal and external audiences
• Excellent written and verbal communication and presentation skills

Education / Expertise

• Must be a Graduate. B.Tech/B.E or any other technical degree preferred
• English Service Desk experience is mandatory
• Preferred MCP/MSCE/MSCA certification

Preferred ITIL V3/V4 Certified engineer.