It Helpdesk Incident Management Analyst

HELPDESK INCIDENT MANAGEMENT ANALYST

 

Job Description

The Helpdesk Incident Management Analyst monitor and manage incidents via the service desk PSA tool. The role includes immediate responses to calls, managing (identifying, logging, categorising, prioritising) and scheduling tickets making sure that the internal and field resources are maximized and the reported incident is handled.

 

The role is also responsible that incidents are documented, observes best practices for ticket handling/notes, and maintains procedural standards.

 

**Responsibilities**:
Answer incoming phone service calls.

Monitor, Respond, and Allocate new tickets within the set SLA.

Monitor, Manage, and Schedule Client Service Requests and Assign them to the appropriate resource.

Update service ticket priority levels based on company standards and client requirements.

Work collaboratively with service engineers and management to avoid scheduling issues.

Monitor leaves and make sure the Daily Manpower Complement for Service technicians is sufficiently covered.

Create monthly schedules for IT Support Engineers

Checking on the status and Follow-up of tickets within the framework

of the help desk system.Escalating client requests, incidents, problems or complaints to the Team when needed.

Reviewing and prioritizing outstanding support requests.

Identify issues that need new/updated documentation and initiate the documentation process.

Maintain Service Desk procedural standards, including the PSA tool.

Maintain and Generate Adhoc/periodic reports.

Maintain Data Management Platform for Dashboards and periodic reports.

Maintain automation on Customer Feedback System for Customer Surveys.

Assisting with administrative tasks as needed.

Qualifications

Bachelor's degree in Computer Science, IT or relevant field

IT Helpdesk Dispatch experience will be highly regarded

Understanding of support tools, techniques and how technology is used to provide IT services

Good English communication skills

Strong documentation skills

Excellent customer service skills

Ability to work in a fast-paced environment

Detail-oriented

Active listener

Self-motivated