Sr Analyst

Job Summary

Service Desk Job Description Job Summary • Work with our Service Desk, Documentation, Remote Monitoring/Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems. • Work with clients directly over the phone and using remote software. • Monitor and respond to end user client events, reported incidents and service requests (e.g. desktop, server, virtualisation and application) as they arise. • Proactive identification and analysis of issues (including P1 incidents, logs, analysis, and vendor alerts) and manage problem through to resolution. • Input into development and documentation of service management procedures and standards to ensure engineering best practices are maintained. Essential Duties and Responsibilities • Serve as the first point of contact for customers seeking technical assistance over the phone or chat • Perform remote troubleshooting through diagnostic techniques and pertinent questions • Determine the best solution based on the issue and details provided by customers • Walk the customer through the problem-solving process • Direct unresolved issues to the next level of support personnel • Provide accurate information on IT products or services • Record events and problems and their resolution in logs • Follow-up and update customer status and information • Pass on any feedback or suggestions by customers to the appropriate internal team • Identify and suggest possible improvements on procedures Skills and Abilities • Phone support experience necessary. • ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management • Technical helpdesk experience is necessary. • Disciplined, systematic problem solving skills required. • Hands-on work experience with the following: o Windows Operating systems o Clients: Windows7, Windows 10 o Servers: Windows 2003, Windows 2008, o Knowledge of Active Directory, Exchange • ITSM ticketing tools Service Now •

Key Responsibilities

Service Desk Job Description Job Summary • Work with our Service Desk, Documentation, Remote Monitoring/Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems. • Work with clients directly over the phone and using remote software. • Monitor and respond to end user client events, reported incidents and service requests (e.g. desktop, server, virtualisation and application) as they arise. • Proactive identification and analysis of issues (including P1 incidents, logs, analysis, and vendor alerts) and manage problem through to resolution. • Input into development and documentation of service management procedures and standards to ensure engineering best practices are maintained. Essential Duties and Responsibilities • Serve as the first point of contact for customers seeking technical assistance over the phone or chat • Perform remote troubleshooting through diagnostic techniques and pertinent questions • Determine the best solution based on the issue and details provided by customers • Walk the customer through the problem-solving process • Direct unresolved issues to the next level of support personnel • Provide accurate information on IT products or services • Record events and problems and their resolution in logs • Follow-up and update customer status and information • Pass on any feedback or suggestions by customers to the appropriate internal team • Identify and suggest possible improvements on procedures Skills and Abilities • Phone support experience necessary. • ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management • Technical helpdesk experience is necessary. • Disciplined, systematic problem solving skills required. • Hands-on work experience with the following: o Windows Operating systems o Clients: Windows7, Windows 10 o Servers: Windows 2003, Windows 2008, o Knowledge of Active Directory, Exchange • ITSM ticketing tools Service Now •

Skill Requirements

Other Requirements