We need a Service Desk Analyst
Job Title: Service Desk Analyst
Job Purpose: To handle customer calls and assist end user on Desktop/Laptop related issues.
Qualification: Bachelor’s degree with knowledge of IT
Certification: Mandatory knowledge of Microsoft products and ITIL Processes
Experience: 3 Years
Responsibilities:
- Attend to all communications to IT Helpdesk (phone, email, Self Service, chat, walk-in)
- Use phone etiquette while dealing with users
- Excellent communications skills in English & Arabic
- Provide first level support to users and improve first level resolution percentage.
- Log the calls and requests in the Service Desk System (Prefer candidates worked on different ticketing tools)
- Troubleshoot and resolve common IT issues related to hardware, software, network connectivity, and applications.
- Prioritize and manage multiple support requests simultaneously.
- Decide on priorities and impact for the Helpdesk calls and mobilize support team for immediate resolution for high critical incidents.
- Attempt to resolve incidents directly (e.g. over the phone or via remote management) as first level support and on-site assistance as needed.
- If immediate resolution is not possible, assign requests to second level personnel
- Communicate with users regarding use of FAQs, Policies, and Procedures.
- Proactively look at root causes for repeated incidents.
- Track progress and provide call status information to users
- Provide management reports (Statistics, Trend analysis, Corrective Action)
- Perform software installations (individual and group rollouts)
- Manage knowledgebase, FAQs, etc.
- Maintain list of IT Services, Service Assignment Groups, SLAs, KPIs.
- Notify support personnel about variance and update Service Desk System for reasons and justification.
- Improve skills in line with the new technology roll outs in the IT Department
- Provide guidance to Service Desk Team members and share the knowledge
- Communicate with users regarding new services, planned service disruptions and other bulletin messages
- Establish process to facilitate knowledge transfer and foster services sustainability
- Perform other duties and responsibilities related to the job and as assigned by line Manager.
- Knowledge of ITIL processes is must and certification will be an added advantage.
- Desktop administration activities like Windows installation and administration task.
- Promote security awareness among users by educating them about best practices and identifying potential security risks.
Mandatory:
- ITIL certification (Foundation level or higher).
- Experience with ticketing systems (e.g., ServiceNow, HPSM, Manage Engine, Ivanti).
- Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
- Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud).
- Experience with Active Directory, Exchange, and Office 365.
- Ability to explain technical concepts in a clear and understandable manner to non-technical users.
- Effective listening skills to accurately understand user problems and concerns.
- Patience and empathy to deal with frustrated or anxious users.
- Ability to build rapport and trust with end-users.
- Ability to work effectively as part of a team, collaborating with other IT professionals.
- Willingness to share knowledge and assist colleagues.
- Ability to adapt to changing priorities and work environments.
- Openness to learning new technologies and processes
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