Job Summary
Service Desk Analyst Job Description Job Summary • Work with our Service Desk, Documentation, Remote Monitoring/Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems. • Work with clients directly over the phone and using remote software. • Monitor and respond to end user client events, reported incidents and service requests (e.g. desktop, server, virtualisation and application) as they arise. • Proactive identification and analysis of issues (including P1 incidents, logs, analysis, and vendor alerts) and manage problem through to resolution. • Input into development and documentation of service management procedures and standards to ensure engineering best practices are maintained. Essential Duties and Responsibilities • Serve as the first point of contact for customers seeking technical assistance over the phone or chat • Perform remote troubleshooting through diagnostic techniques and pertinent questions • Determine the best solution based on the issue and details provided by customers • Walk the customer through the problem-solving process • Direct unresolved issues to the next level of support personnel • Provide accurate information on IT products or services • Record events and problems and their resolution in logs • Follow-up and update customer status and information • Pass on any feedback or suggestions by customers to the appropriate internal team • Identify and suggest possible improvements on procedures Skills and Abilities • Phone support experience necessary. • ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management • Technical helpdesk experience is necessary. • Disciplined, systematic problem solving skills required. • Hands-on work experience with the following: o Windows Operating systems o Clients: Windows7, Windows 10 o Servers: Windows 2003, Windows 2008, o Knowledge of Active Directory, Exchange • ITSM ticketing tools Service Now • User account creation for Active Directory, Exchange Mailboxes, Distribution lists • Remote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools • MS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio. • Internet/Edge browsers (e.g. Explorer, Chrome, Firefox). • VPN and remote dial-in users • Support for laptop, desktops, and printers • PDA and MDM support • Others: Adobe Acrobat and other common desktop applications like Winzip, etc Education / Expertise • Candidate must possess at least a Bachelor\'s/College Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication), Science & Technology or equivalent. • At least 2-year prior experience with Systems Integrator or Managed Services Provider is a must • Experience with MS Server operating systems and ancillary services (Windows Server 2008R2 and 2012, Remote Desktop Services, AD, DFS, DHCP, DNS, Scripting skills) • Experience with mobile device troubleshooting (iPhones, iPads, Android phones/tablets) • Intermediate to Advanced skills encompassing: o Microsoft Server and Desktop OS troubleshooting skills across all current versions o Microsoft Office 365 troubleshooting and configuration skills o Network (fundamental) troubleshooting skills o Office 365 support
Key Responsibilities
Service Desk Analyst Job Description Job Summary • Work with our Service Desk, Documentation, Remote Monitoring/Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems. • Work with clients directly over the phone and using remote software. • Monitor and respond to end user client events, reported incidents and service requests (e.g. desktop, server, virtualisation and application) as they arise. • Proactive identification and analysis of issues (including P1 incidents, logs, analysis, and vendor alerts) and manage problem through to resolution. • Input into development and documentation of service management procedures and standards to ensure engineering best practices are maintained. Essential Duties and Responsibilities • Serve as the first point of contact for customers seeking technical assistance over the phone or chat • Perform remote troubleshooting through diagnostic techniques and pertinent questions • Determine the best solution based on the issue and details provided by customers • Walk the customer through the problem-solving process • Direct unresolved issues to the next level of support personnel • Provide accurate information on IT products or services • Record events and problems and their resolution in logs • Follow-up and update customer status and information • Pass on any feedback or suggestions by customers to the appropriate internal team • Identify and suggest possible improvements on procedures Skills and Abilities • Phone support experience necessary. • ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management • Technical helpdesk experience is necessary. • Disciplined, systematic problem solving skills required. • Hands-on work experience with the following: o Windows Operating systems o Clients: Windows7, Windows 10 o Servers: Windows 2003, Windows 2008, o Knowledge of Active Directory, Exchange • ITSM ticketing tools Service Now • User account creation for Active Directory, Exchange Mailboxes, Distribution lists • Remote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools • MS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio. • Internet/Edge browsers (e.g. Explorer, Chrome, Firefox). • VPN and remote dial-in users • Support for laptop, desktops, and printers • PDA and MDM support • Others: Adobe Acrobat and other common desktop applications like Winzip, etc Education / Expertise • Candidate must possess at least a Bachelor\'s/College Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication), Science & Technology or equivalent. • At least 2-year prior experience with Systems Integrator or Managed Services Provider is a must • Experience with MS Server operating systems and ancillary services (Windows Server 2008R2 and 2012, Remote Desktop Services, AD, DFS, DHCP, DNS, Scripting skills) • Experience with mobile device troubleshooting (iPhones, iPads, Android phones/tablets) • Intermediate to Advanced skills encompassing: o Microsoft Server and Desktop OS troubleshooting skills across all current versions o Microsoft Office 365 troubleshooting and configuration skills o Network (fundamental) troubleshooting skills o Office 365 support
Skill Requirements
Service Desk / English