Position Purpose :
The Specialist - Service Desk Analyst will be the first point of contact via phone, email, and chat to provide first level of support through assistance or rapid restoration of normal services to the Everise Enterprise users.
Handling the resulting Incidents or Service Requests, using the Incident Management and Request Fulfillment processes, in line with Service Desk objectives.
Qualifications :
Candidate must possess a Bachelor's / College Degree in Engineering (Computer / Telecommunication), Computer Science / Information Technology, or equivalent
Minimum1 year experience in a professional Service Center environment providing IT support over the phone and via e-mail
Experience using current or recent Windows desktop platforms and current or recent MS Office suite
Experience supporting LAN’s, PC Hardware configuration, PC operating systems, and desktop software
Experience with Service Desk ticketing systems (Service Center Manager, Remedy, Service-Now, etc.)
Basic knowledge of network infrastructure devices and protocols; enterprise computer hardware / software and information systems
This includes basic networking concepts including TCP / IP, Subnetting, Routing, DHCP, and DNS
Support level knowledge of operating systems, applications, and associated hardware on such platforms as MS Windows desktop OS and MS Office Suite
Self-motivated and professional with excellent verbal and written communication skills. Customer-focused
Articulate and methodical
Ability to handle multiple tasks simultaneously and having a keen ability to make quick and accurate decisions
Ability to analyze challenging technical issues and develop new solutions in a timely and accurate manner
Good analytical and troubleshooting skills. Ability to think logically and be able to make correct decisions relative to fixing operational problems
Willing to work on shifting schedules, holidays, and weekends
Strong understanding of ITIL
Work experience in an environment that follows ITIL Best Practices
Incident Management experience- Managing incidents including business expectations and communication 
