Service Desk Analyst
Yondu Incorporated
3d ago
source : Monster

Job Description :

  • Candidate must possess at least a Bachelor's / College Degree , Computer Science / Information Technology or equivalent.
  • At least 1 year(s) of working experience in the related field is required for this position.
  • Preferably 1-4 Yrs Experienced Employees specializing in Technical & Helpdesk Support or equivalent.
  • 5 Full-Time position(s) available.
  • Roles and Responsibilities :

    Process work order and incident requests

    Act as an IT liaison to improve communication and customer satisfaction

    Respond to and perform second level troubleshooting, as necessary, of technical issues via

    phone, email or remote take-over

    Follow standard Service Desk procedures like ticket logging, administering Service Desk software

    or tools

    Escalate or redirect problems or requests to appropriate support groups.

    Handle and escalate high-severity tickets

    Document actions taken and resolution steps to keep users updated of the progress of the ticket

    Track incident and work order request tickets until closure.

    Research and investigate on new or unfamiliar issues that may arise while utilizing available tools


    Coordinate with other support groups or vendor service providers to keep Service Level

    Agreement at satisfactory level.

    Participate in and support new project initiatives or roles

    Stay current with system information, changes and updates

    Maintain IT Service desk standards and key metrics

    Education and Experience

    At least two years of relevant IT and call center / helpdesk operations work experience.

    Proficient in hardware, software, networking and VPN troubleshooting

    Knowledge of relevant call ticket tracking applications

    Sound knowledge and experience of customer service practices

    Key Competencies

    Excellent oral and written English communication skills

    Strong inclination to learning and on-boarding new projects or initiatives

    Strong customer service orientation

    Quick adaptability and flexibility

    Amenable to rotating work schedule including night shift, extended work hours, holiday and / or

    weekend work.

    Good planning and organizing skills

    Strong stress tolerance

    Works with minimal supervision

    Keen problem analysis and problem-solving skills

    Good multi-tasking skills

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