GCC Service Desk Analyst I

Job Description

Service Desk Analyst I – 3rd shift 11:00 PM – 7:30 AM Sun- Thurs

The Service Desk Analyst I provides a single point of contact to the organization for information technology related problems. Assist business customers with telephone, email or trouble ticket enquiries to resolve or escalate IT systems issues and problems. Provide support and incident management and client communications for IT systems faults and service request.

Preferrable of 1-2 years’ experience

Complete all mandatory Information Security & Compliance training

Functions:

• First Level support for any information technology issue and problem following set processes and procedures
• Provide assistance by phone, email and/or using a ticketing management system
• Respond to alerts in a monitoring or management tool
• Incident que management
• Documentation for updates on internal knowledge base resolution and details
• End user password updates
• Manage critical incidents, escalations, and determine incident scope and impact
• Update tickets timely
• Maintain status reports
• Liaison between customer and technical teams

Applicants should have

• Preferred Associate’s degree or equivalent work experience 
• Knowledge of WAN/LAN environments
• Basic knowledge of routers, switches, servers, Telco circuits such as T1, T3, DS1, DS3, etc.
• Knowledge of servers, desktop hardware, and software and can perform basic troubleshooting 
• Ability to understand ITIL to thoroughly understand business processes and discern system issues from process issues
• Understanding of ITIL Processes and Procedures
• Customer-focused
• Ability to multitask