Service Desk Analyst

4 days ago

Lahore, Punjab, Pakistan ibex Full time
Responsibilities
  • Tackle issues and service requests reported via calls
  • Transfer and Patch calls
  • Diagnose and resolve issues and requests, reported through emails
  • Carefully follow through the email threads and manage them in outlook shared mailbox
  • Respond with proficient technical writing skills


Tickets Management
  • Accurately maintaining the log and track of reported issues and requests via unique tickets
  • Assignment of tickets to correct teams
  • Ensure completing the cycle of tickets (open to end)


Access and Network ID Management
  • Managing/troubleshooting user accounts, user-permissions, ceasing user accounts and rights on corporate resources by applying group policies.
  • Troubleshooting Level-1 (preliminary diagnosis) of issues on Windows and Mac OS.
  • Dealing with minor Microsoft Outlook issues and providing support to users with email configuration settings on the exchange.
  • Providing/troubleshooting VPN services for remote users.
  • Providing onsite and remote help using VNC/Team Viewer utility.
  • Acting as front line support for the users, carefully assessing the severity of the issues triaging and/or escalating them to relative support departments according to set policies and procedures.
  • Manage enterprise wide outages, working efficiently and driving the teams towards root cause analysis, management.
  • Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates & fixes.
  • Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols). Server and System issues.


Reports
  • Hourly Performance Logs, Task Logs and Checklists (Smart sheet), Prelim Incident reports and Avaya PBX IDs database


Key Performance Indicators
  • AHT (Average Handling Time), FCR (First Call Resolution), SLA (Service Level Agreement) Quality, Staff time, Attendance Performance Targets


Qualifications, Skills, and Experience
  • Bachelor's Degree in Computer Science, Information Technology or related field
  • Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred
  • Excellent verbal and written communication skills
  • Technical writing skills
  • Problem-solving maven adept at quickly dissecting an issue into its component parts and identifying the root cause or opportunity
  • Excellent prioritization skills - ability to multi-task and work well under pressure and adjust work accordingly, often against tight deadlines and without continued direct supervision
  • Ability to interact with senior management, external client organizations and vendors
  • Strong organizational skills, attention to detail and flexibility to multi-task across tasks with varying deadlines
  • Ability to comprehend Native North American, British or Neutral Language Accents
  • High energy, self-starter with bias for action and sense of urgency to deliver results
  • Basic knowledge of ITIL Framework
  • Knowledge of fundamental operations of relevant software, hardware and other equipment
  • Attentive to customer concerns and render services with positive attitude
  • Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data
  • Available to work in Flexible shift timings and cater to the needs of 24/7/365 support
  • Bi-Annual Bonus
  • Internet Device
  • Medical Insurance
  • OPD (for complete family)
  • Provident Fund
  • Group Life Insurance
  • EOBI


Please send in your resume to mentioning subject: Application for ServiceDesk Analyst



Seniority level
  • Entry level


Employment type
  • Full-time


Job function
  • Information Technology


Industries
  • Outsourcing/Offshoring, Information Services, and Software Development
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