Service Desk Analyst (IT)
- Port Louis
- Not disclosed
- Permanent
- Added 11/12/2017
- Closing 10/01/2018
The Service Desk Analyst will provide 1st 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.
Responsibilities
- Provide support and management of incidents and service requests according to established IT Service Management (ITSM) processes and procedure
- 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
- Escalate incidents and service requests to higher support levels or specialist support teams in accordance with established ITSM processes and SLAs
- Identify potential issues and act on these in accordance with the established ITSM processes
- Serve as an escalation point for incidents and service requests raised as an application champion for an assigned suite of line of business services
- Maintain a high degree of customer service for all support queries, take ownership of user problems and be proactive when dealing with user issue
Experience
- Should preferably have 1 year’ experience delivering Information Technology support
Qualifications
- HSC with Computer Studies as a main subject and good troubleshooting skills or Diploma in IT
- The following would be an advantage:
- Professional qualifications (CCNA / MCP / MCSA / MCSE)
- Experience in IT Support or Service Desk
Skills
- Ability to work on shift hours (24x7 on 3 shifts)
- Fundamental knowledge of the ITIL framework and or/other IT Service Management methodologies
- Knowledge in Active Directory, Microsoft Operating Systems, Backup Technologies
- Knowledge of maintaining Windows Workstations & Office 365 environments, Ms Exchange, Basic LAN and WAN troubleshooting
- Customer Focused and Quality Oriented
- Good communication and telephone skills
- Effectively demonstrates teamwork, problem solving, demonstrate the ability to quickly acquire knowledge in the support of applications and services
- Excellent English language proficiency
Kindly note that only shortlisted candidates will be contacted.