Service Desk Analyst L1
üGraduate with Minimum 2+ years of experience in service Desk
üExcellent communication and conversation skills in English with a Versant Score of 70
üGood Knowledge of Incident, Change and Problem Management
üManage Service Desk activities, including :
oOwning overall responsibility for Incident and Service Request process handling on the Service Desk
oLiaise with the Service Manager
oHelp with the development and issuance of Service Desk Operational Reports
oLiaise with the designated Change lead as requested
üLogging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
üTriage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority
üTrack the incidents / service requests / problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents / problems / Service / Change requests as per the escalation mechanism
üAnalyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
üAttend voice calls
üGood Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
üUse Remote Desktop to assist the end users as required.
üGood Knowledge on O365 products.
üMonitor the Incident Management queue, Assigning / Reassigning and follow up of tickets as per standard procedure
üExperience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
üBasic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
üMonitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
üProactive problem management is an added advantage.
üGood Knowledge and proven skills in Vendor Management
üGood Knowledge on familar to work with some standard ITSM tool like SNOW, ZOHO etc
üShould possess excellent customer handling skills
üAbility to handle unforeseen situations
üHigh level of acceptance and understanding in dealing with end users and situations
üCandidate to be ITIL certified