IT Analyst
- Port Louis
- Not disclosed
- Permanent
- Added 05/02/2018
- Closing 07/03/2018
The Analyst will provide first level IT support to clients. He/She will support and manage incidents and service requests according to established IT Service Management (ITSM) processes and procedures.
MAIN RESPONSIBILITIES
- Provide support and management of incidents and service requests according to established IT Service Management (ITSM) processes and procedures based on ITIL
- Ensure accurate recording of client and incidents details and troubleshooting progress
- Resolve incidents and service requests, sometimes using automated or standardised and documented resolution processes
- Maintain a high degree of customer service for all support queries, take ownership of client problems and be proactive when dealing with client issues
QUALIFICATIONS, SKILLS & EXPERIENCE
- At least BSc in IT related field
- At least 3 years’ experience within an IT Services environment
- Ability to work on shift hours (24x7 on 3 shifts)
- Fundamental knowledge of the ITIL framework and or/other IT Service Management methodologies
- Good IT troubleshooting skills