Job Description
IT Service Desk Analyst (46 Years Experience) :
About the Role :
We are looking for a proactive and customer-focused IT Service Desk Analyst with 46 years of experience in IT support. The ideal candidate will be responsible for providing first-line technical assistance, delivering an excellent end-user experience, and ensuring timely resolution or escalation of IT incidents. This role requires strong communication skills, a problem-solving mindset, and the ability to thrive in a fast-paced support environment.
Key Responsibilities :
- Serve as the primary point of contact for end users by providing prompt and effective IT support.
- Log, categorize, prioritize, and resolve incidents and service requests in accordance with defined SLAs.
- Troubleshoot hardware, software, network, and application-related issues through phone, email, chat, or remote support.
- Manage incident lifecycles, ensuring accurate documentation and regular updates to users.
- Coordinate with Level 2 and Level 3 support teams for timely escalation and resolution of complex issues.
- Monitor and track escalated tickets until successful closure.
- Deliver a high standard of customer service while maintaining strong user relationships.
- Contribute to knowledge base articles and support documentation to improve service efficiency.
- Adhere to IT service management best practices and organizational processes.
Required Skills :
- 46 years of hands-on experience in an IT Service Desk or Technical Support environment.
- Proven experience in customer handling with strong verbal and written communication skills.
- Hands-on experience in incident and escalation management.
- Familiarity with ticketing tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar.
- Strong troubleshooting, analytical, and problem-solving abilities.
- Ability to manage multiple priorities while maintaining SLA commitments.
Preferred Qualifications :
- Exposure to ITIL processes or IT Service Management (ITSM) practices.
- Experience supporting Windows environments, Microsoft 365, Active Directory, VPN, and remote support tools.
- ITIL Foundation certification is an added advantage.
Why Join Us :
- Work in a collaborative and technology-driven environment.
- Opportunity to enhance technical and customer support expertise.
- Exposure to enterprise IT infrastructure and service management practices.
- Clear career progression with continuous learning and development opportunities.
No Referrers Available
There are currently no referrers available for this job. You can still apply, will let you know once there is any referrer available.