Service Desk Analyst

Two95 International · Seremban

JOB DESCRIPTION:

We are looking for Service Desk Analyst with 2 to 5 years of experience.

Required Skills:

on call support/customer support, ITSM tool, incidents management, ticketting and troubleshooting

Job Responsibilities

Answers and responds to inbound calls \chat\email from end-users regarding issues
Creates and documents all support calls from the user community into the service desk tracking software (ITSM tool)
Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support
Analyzes and resolves all application software or hardware incidents and requests from end-users
Ensures to log and tracks incidents and requests from identification through resolution stages
Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact

Ensures accurate and necessary information is obtained by utilizing Remedy Templates when available
Responsible for providing on-call support as needed
Flexible for 24/7 support when required
Establishes and develops relationships with other IT&S teams through frequent constructive communication
Responsible for identifying shortcomings for implementing process improvements
Complies with and supports IT&S standards, policies, and procedures
Logs incidents and requests into appropriate product categorization
Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users
Handles customers’ issues or requests with a professional attitude

Requirements

Strong technical knowledge of information technology systems and infrastructure
Understanding of risk management, mitigation, and incident response frameworks
Providing technical diagnosis and solutions to users, either over the phone or via email
Collaborating with technical support teams to provide an efficient resolution to technical issues
Ensuring that users receive appropriate feedback and support throughout the resolution process
Ability to stay calm under pressure and make sound decisions in crisis situations