I. JOB DESCRIPTION
The Service Desk analyst is the point of contact for reporting IT related incidents and requests. Using a ticketing system and other tools, employee concerns are logged, monitored and pursued to a satisfactory conclusion within the prescribed service level agreements.
II. DUTIES AND RESPONSIBILITIES
Receive, respond, log/ticket, and triage reported incidents and service requests coming from different channels (phone, email, messaging and other means) Conduct initial troubleshooting, investigation and resolution, referring to support knowledge base and redirecting to self-service facilities as appropriate Escalate issues and requests to designated resolvers, providing initial information, monitoring to completion and providing regular updates Ensure compliance to service level agreements For systems changes, disruptions and general dissemination of information, be able to send appropriate advisories, including coordination with other stakeholders Participate in information security, data privacy, business continuity and other compliance and operational audit activities Prepare reports, as required Maintain and contribute to improvement of records, policies, procedure documents and user guides, knowledge base and other information repositories -- keeping information, accurate and secured Participate in customer education, including preparation of suitable training materials Comply with the organization's Information Security and Management System (ISMS), Quality Management System (QMS), Data Privacy and other regulatory requirements Work with other members of the CIT Team and external partners to assess and improve processes, systems and tools III. QUALIFICATIONS
A. Minimum Education
Graduate of Computer Science or equivalent B. Minimum Experience/Training
With at least two (2) years experience as a Service Desk Analyst in an internal IT or managed services support environment Knowledge and experience in the following: Service Desk process Use of a ticketing system ITIL process End User Support process Computer systems, hardware and software, including Office 365, Windows OS, Printers and Telephony Microsoft Excel, Powerpoint and related tools ITIL certification an advantage C. Competency
Analytical, result-oriented, team player, fast learner and dynamic Can work with minimum supervision Working knowledge in information security and data protection Ability to assess security threats and incidents and apply appropriate action Effective communication skills Thorough; demonstrates attention to detail and accuracy Defines and organizes tasks, responsibilities, and priorities Takes responsibility for timely completion of work Passion to acquire and update skills and the ability to learn new tools and techniques quickly IV. WORKING CONDITIONS
Can handle multiple tasks Must be willing to work on-call and on extended hours #J-18808-Ljbffr
