Atalian Servest Group - IT Service Desk Analyst

Working as part of the International IT Service Desk for the Atalian Servest Group, this function is the first point of contact for our global colleagues when they need to speak to IT.

Atalian Servest Group - IT Service Desk Analyst

Working as part of the International IT Service Desk for the Atalian Servest Group, this function is the first point of contact for our global colleagues when they need to speak to IT.  The main purpose is to deliver IT service excellence to our internal customers by resolving service requests raised by the clients, in line with the Service Desk objectives.

Profile:

• Bachelor’s degree in Information Technology or relevant work experience preferred
• 3+ years of experience in managing technical service operations and global support teams
• Technical background in systems, networking, and security
• ITIL foundation is preferred
• Strong interpersonal, written and oral communication skills
• Strong client service orientation

Duties / Responsibilities:

• Receiving, logging and managing incidents impacting IT services
• Receiving, logging and managing service requests
• Troubleshooting and restoring services as quickly as possible
• Incident monitoring and escalation
• Maintain a high level of customer satisfaction
• Maintain event monitoring mechanisms and rules
• Maintain asset and configuration database and track changes
• User management
• Ensuring adherence to the company’s Data Security and Privacy policy
• Installing system and application software
• Ensuring all security features are installed and operating properly
• Performing system/data backups and restorations when required
• Configuring printers and any IT peripherals
• Perform related duties and responsibilities as assigned