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Information Technology
IT ServiceDesk Analyst Full Time
Job Description
- Receive user request, contact the user to collect the information and modify the request details.
- Provide accurate information on IT products or services
- Categorize the received request correctly according to the requirements from the user
- Define/analyze user requirements from a business perspective.
- Determine severity and prioritization classification for the request.
- Develop relationships and effectively communicate with employees and key business stakeholders.
- Provide timely/effective communications.
- Ensure Quality and Consistency when Handling employee’s requests.
- Close incident records within defined timeline threshold to minimize impact on user.
- Escalate issues to ensure proper sense of urgency/resource allocation.
- Evaluate incident to check if problem is need to open or not.
- Identify/associate related incidents.
- Aware of the importance of SLA’s and Key Performance Indicators (KPI’s)
- Complete Daily Operations and manage all calls, mails and Live Chat in accordance to the service desk process and procedures.
- Identify and suggest possible improvements on procedures
Requirements
- Graduate of Computer Engineering or a related field .
- Very Good communication skills.
- Very Good computer skills (MS Word, Excel and Power Point) .
- Very Good in Service Desk Products, specially in Manage Engine Service Desk plus.
- ITIL Certified.
- preferred to have experience on change management.
Benefits
- Free Recruitment
- Medical Insurance (Self & Family)
- Paid Leave
- Travel Ticket
- Family Benefits
