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We are a global leader in providing managed IT solutions to medium to large-scale enterprises. With acommitment to excellence, we empower organizations through innovative technology solutions.We are seeking a skilled IT Service Desk Analyst to join our dynamic team. This role involves coordinatinga range of activities from simple tasks to complex plans, providing onsite and on-call assistance to end users in a desktop computing environment. Your timely and accurate support will ensure optimalservice delivery.
Key Responsibilities:
Handle calls, chats, and emails for Level 1 Support/Triage while adhering to SLA requirements.
Read and respond to management communications based on urgency.
Escalate issues to Leads/Managers as needed.
Create tickets for all user interactions, ensuring proper documentation.
Manage ticket lifecycle: creation, resolution, assignment, categorization, prioritization,escalation, tracking, closure, and feedback according to defined SLAs and KPIs.
Follow up on all owned tickets daily via Skype, phone, and email.
Solve technical problems and incidents while adhering to established protocols.
Prepare MIS incidents and redistribute unresolved tickets as needed.
Monitor and manage the Service Now queue effectively.
Incident and Problem Management:
Identify trends in incidents and communicate findings to supervisors.
Create and link additional tickets for simpler issues to parent tickets.
Contact customers to confirm issues and provide updates.
Requirements:
Minimum 2 years of relevant experience (preferred someone who have experience in SNOWor JIRA ticketing system)
Knowledge of ITIL Service Delivery processes (Incident, Problem, and Change Management).
Proficient troubleshooting skills, including UAM (User Account Management), passwordresetting, and messaging.
Experience with MS Office, Adobe, and other essential applications.
Availability to work an 8-hour shift between 7:00 AM 7:00 PM (summer) or 6:00 AM 6:00PM (winter).
Familiarity with VPN connectivity, wireless routers, and Windows issues.
Experience with remote control tools.
Diploma, Bachelors/ Degree
Role:Customer Support Engineer/Technician
Industry:IT Management
Function:IT- Hardware/Telecom/Technical Staff/Support
Job Type:Permanent Job
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Date Posted: 09/12/2024
Job ID: 102772281
SHIVZ SOLUTION is a Premium Service provider in Top Talent Hiring Solutions Globally. Our Nimble and Agile Delivery Systems cater to a wide range of Talent Management Services that suit Client needs in an industry segment where Transformation is the order of the day and Innovation is key to stay on top of the Learning curve.
SHIVZ takes great pride in our “extra mile delivery” way to delight our clientele and the growing client expectations on a promising enterprise as ours is great testimony to the trust and confidence that our client’s repose in us. Our Customers are the powerhouse of our Invigorated Minds at work! We strive in every way to prove that Nothing is Impossible to Achieve in the Services that we offer to you, with efficiency in management and effective results. We believe that our capability to scale, to out beat “best in class” performance and embracing change swiftly and seamlessly are key competencies that always enable us to be future-ready.