IT Service Desk Analyst

IT Service Desk Analyst

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