Service Desk Analyst Job Description Template
Our company is looking for a Service Desk Analyst to join our team.
Responsibilities:
- Receives and answers phone calls and emails, ensuring accurate logging of message/request, sending email responses with the relevant information;
- Provides first level diagnosis and assistance, e.g. unlock accounts and other minor to standard service requests (menu based);
- Creates service request and assigns to teams, reminds and monitors progress and provides updates to requesters;
- Assist team with other duties required to maintain the call centre operates smoothly;
- To provide support to end users on their mobile and desktop platforms;
- Monitor queues for ticket misroutes, unresolved, or those requiring deep investigations.
Requirements:
- Ability to adapt to a fast-paced environment;
- Experience in handling a global service center, operations and management are required;
- Experience supporting Windows desktop Mac and notebook computers;
- Excellent understanding of Remote support;
- Strong attention to details and well organized;
- Proficiency in English;
- Good verbal and written communication skills;
- Entry Level candidates are encouraged to apply;
- Ability to maintain the highest level of confidentiality;
- Bachelor’s Degree in Computer Sciece / Information Technology or equivalent;
- Minimum 2 years of experience in Service Desk;
- Knowledge of basic Networking and other technologies;
- Candidate must possess at least at least a Diploma, Advanced/Higher/Graduate Diploma, in any field;
- Excellent interpersonal, communication and analytical skills;
- Newly graduates who posses most of the qualifications mentioned above are welcome to apply.