Associate IT Service Desk

 Duties and Responsibilities:

• The Associate IT Service Desk Analyst will be doing daily metrics review regarding IT support staff’s tickets assigned to them, ITSM Metric Reports, SLA Performance of IT support staff
• Log Service Requests and Incidents accurately and timely
• Provides first-line investigation and diagnosis of incidents and requests
• Troubleshoot issues and requests on a first-level basis and within the tools and access provided to Service Desk Analyst.
• Resolve issues within the prescribed time limits and escalate to Level 2 accordingly.
• Participate in continual service improvement
• Report statuses, issues, and timelines in the Service Desk realm
• Help to maintain the Knowledge Base by documenting known errors, workarounds, and procedures
• Attend and participate in Monthly Focus Group Discussion with other IT teams such as IT Operations, IT Client Services, etc. for all Sites across the globe
• The Associate Service Desk Analyst will be the escalation for any break/fix troubleshooting of L1 tickets
• The Associate Service Desk Analyst will be the escalation to any first response to customer issues using specified tools, procedures, and training through awareness of service offering and Service Level Agreements (SLAs)
• The Associate Service Desk Analyst will be accountable to ensure that he/she maintains current knowledge of core service offerings and SLAs. Understands all Logical service offerings to better support customer as well as engaging opportunity in expanding any service offering to better service our customers.
• The Associate Service Desk Analyst will be accountable to ensure that he/she monitor trends and problems to spot a pattern and recommend new patching standards or process changes
• The Associate Service Desk Analyst be accountable to ensure that he/she creates and maintains technical and process documentation. Propose Knowledge changes and update existing process documents
• The Associate Service Desk Analyst will help to maintain IT asset management in the ITAM System.
• Other duties as may be assigned from time to time

General Requirements

• Bachelor’s Degree in Computer Engineering and other computer related studies, ECE or IT related field
• At least 1 year of experience in Service Desk operations, Remote troubleshooting, Customer management and other related IT services experience
• Able to thrive in an environment characterized by rapidly changing requirements
• At least 1 year of experience working in a BPO environment
• Strong written and verbal English communications skills
• Able to successfully manage multiple priorities
• Proven ability to communicate effectively across all levels of the organization
• Strong commitment to company values and operating principles
• Can work on shifting schedules, weekends, and holiday
• Willing to work in the office if asked to do so
• Must be available within 30 days after resignation

Technical Requirements

• At least 1 year of experience as a Service Desk Analyst
• At least 1 year of experience in using ITSM Ticketing tools

Preferred

• • • Microsoft certification