Service Desk Analyst
Salary undisclosed
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Job Responsibilities
- Managing, prioritizing, and documenting incoming requests from staff and students and service desk, plan to extend the helpdesk system with contextual integrations when are required.
- Provides technical support for both software and hardware within agreed Service Level Agreements (SLA) and streamlines service desk management processes.
- Producing user manuals and guidance for end-users and resolving technical issues quickly and efficiently.
- Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems.
- Providing remote technical support assistance when necessary.
- Coordinate within the department for system updates, testing, and projects when required.
- Work closely with Level 1 & 2 support team to resolve technical issues.
- Recognizing and escalating university wide IT problems to relevant departments and teams when necessary.
- Plan for automation, customize, prioritize incoming tickets, escalate requests, incidents to the relevant support team.
- Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.
- Coordinates all system level production down and the resolution as per in the documented procedures using the Severity Incident escalation process.
- Generate weekly reports to monitor aged, in progress and on hold tickets, within agreed time limits and implement best practice IT service management with full-stack ITSM.
Job Requirements
- Possess a diploma in a relevant computing discipline, with subsequent work experience in IT.
- 1 year of experience preferred, but fresh graduates will also be considered.
- Understanding of ITIL and experience with process improvements.
- Experience with Service Desk, IT ticketing systems, and SLAs.
- Ability to work with minimal supervision and deliver results consistently.
- Proficiency with Microsoft Windows, Photoshop, and IT helpdesk systems.
- Familiarity with mobile devices, including Android and iOS operating systems.
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