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Service Desk Analyst
2 months ago
The primary objective of this role is to provide exceptional service desk support and manage ICT incidents and service requests, utilizing incident management and request fulfillment processes, in line with service desk objectives.
Key Responsibilities- Provide accurate incident management, problem management, change management, and service request management, within established service level agreements (SLAs) and operating level agreements (OLAs) time frames, meeting or exceeding customer requirements and expectations.
- Utilize appropriate tools and methods to effectively manage incidents/problems/changes and service requests, ensuring information is captured in the service desk ticketing system for future reference and analysis, in line with ITIL principles.
- Work closely with managed service providers to resolve escalated support issues.
- Respond to enquiries from various sources in a responsive, customer-focused manner, ensuring accurate, targeted, and timely information is supplied effectively resolving the incident or fulfilling the service request.
- Manage setup activities for computers, printers, multifunction devices, tablets, smartphones, and other ICT systems.
- Use appropriate tools and methods to address user support queries and return users' ICT equipment and systems to optimum efficiency.
- Manage and maintain all desktop/laptop computers, multi-function printers, and mobile devices.
- 6+ years' experience in service delivery within a medium to large-sized organization.
- Proven experience in systems administration.
- Experience in developing and maintaining standardized operating environments (SOEs) and supporting Microsoft desktop applications.
- Experience maintaining networks, VOIP, firewalls, printers, backup software.
- Demonstrated experience in effectively managing managed service providers.
- 6+ years' experience in supporting Microsoft Office 365 applications, such as MS Teams.
- In-depth skills and knowledge within virtualized server environments.
- In-depth experience with maintaining WAN environments for multiple sites.
- In-depth experience with administration of Office 365 environments.
- In-depth experience with AD, DNS, DHCP, email, roaming profiles, TCP/IP networking, and web services.
We are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
