Our client is looking for HSC/Diploma holders for the post of Service Desk Analysts. Candidates should have good troubleshooting and communication skills. They should be able to work on shift hours.
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
Qualifications & Experience
HSC with 1-2 years of experience in IT Support
Ability to work on shift hours (24x7 on 3 shifts)
Good IT troubleshooting skills
Customer Focused and Quality Oriented
Effectively demonstrates teamwork, problem solving, demonstrate the ability to quickly acquire knowledge in the support of applications and services
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