Service Desk Analyst

1. Act as the single point of contact to support internal and external clients via 24/7
2.    Receiving, logging and managing calls using the approved channels
3.    Maintaining IT documentation including network and user details
4.    Manage support request following the agreed procedures
5.    Log incidents and service request
6.    Categorize the problem based on the agreed Baseline support and provide resolution
7.    Perform remote assistance through diagnostic techniques
8.     Advise clients on appropriate course of action
9.    Records and tracks issues from outset to resolution
10.    If there's a need for Change Request, acts systematically to avoid service disruptions in accordance to SLA
11.    Responds to common request by providing resolution to enable fulfillment
12.    Take ownership of user problems and follow up the status on behalf of the user to communicate the progress in a timely manner
13.    Provides first line investigation, diagnosis and resolution and promptly allocates unresolved issues
14.    Provide stats for the weekly service desk report and resolutions
15.    Walk customer through problem solving process
16.    Closely coordinate with clients to ensure issue has been resolved
17.    Optimize improvements through skills development and knowledge sharing
18.    Updating Knowledge Bases with details of common problems

Job Requirements:

• An understanding of ITIL and Service Level Agreements
•   ITIL v3 certified but not required.