Service Desk Analyst

Closing date
6 May 2021

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Technology & New Media
Contract Type

Job Details

Roles and Responsibilities

Extensive experience in Service Desk Operations. Able to take ownership of team responsibilities when needed and making sure that the deadlines are met. Keen and ready to learn new concepts and design solutions for the toughest of problems. Can demonstrate ability to deliver excellent quality of work, self-learn and work under pressure. Can demonstrate ability to deliver excellent quality of work, self-learn and work under pressure. Willing to work on based on published roster including weekend (Shifts between 8 AM to 10 PM UK including weekends)
  • Good customer service skills ( Voice)
  • Good understanding of Service Desk operations
  • Excellent communication and interpersonal skills
  • Knowledge on Incident & Service Request Management
  • Strong analytical skills
  • Quick learner, self-motivated, highly organized, dedicated and optimistic
  • Team Member supporting NOC operations for continuous monitoring of Global IT Infrastructure and services.
  • Proactive alerting and notifying stake holders during critical incidents and escalations.
  • Contributing towards ensuring IT uptime, and documentation.
  • Validating for desired performance and health status of all monitoring tools deployed in NOC
  • Generating reports related to availability, performance and capacity bottle necks at desired intervals as per operational requirements and on need basis.
  • Logging of incidents and events based on appropriate categories using ticketing tool and assigning it to the appropriate stake holders for resolution
  • Notifying incidents events using appropriate communication channels
  • Provide appropriate inputs to stake holders during Major incidents

Technical Skills
  • Log all incidents and requests in the ITSM tool , Use appropriate classification for incidents and requests, Addresses and resolves basic incidents and requests
  • Engages other support teams or resources as an when appropriate to resolve incidents or service requests
  • Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution, escalation or communication of status updates
  • Act as a single point of contact for the end users / customers
  • Adhere to the documented policies and procedures
  • Maintain confidentiality with regards to client and customer information and adhere to the NDA guidelines
  • Hands on experience on ITSM tools like ServiceNow, Remedy, or other ITSM tools
  • Excellent technical knowledge on Windows 7, Mac OS X, Citrix, Exchange/O365, Remote Access Management tools, Mobility support and Office applications
  • Perform User Access Management and System Administration tasks as per the documented processes
  • Handle Exchange, VPN, Lync, Citrix, Mobility and client specific application queries as per the documented processes
  • Competent in handling software installation and troubleshooting
  • Identify major incidents and invoke the major incident management process
  • Strict adherence to meeting all the agreed SLAs and KPIs
  • Identify new issues and contribute to Knowledge Base development
  • Knowledge of common monitoring tools, such as SCOM, SolarWinds and the ability to interpret their metrics.
  • Understanding of key network monitoring protocols including SNMP, NetFlow, WMI, syslog, etc.
  • Knowledge in routing, switching and TCP/IP troubleshooting techniques.

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