Service Desk Analyst

We are looking for an ambitious candidate to kick start their career and join the itel family!!

JOB OBJECTIVE: 

Reporting to the Service Desk Manager, the incumbent will provide technical support to users in an efficient and accurate manner. The IT Service desk Analyst must have good technical knowledge and will be considered our first point of contact, solving technical problems, and providing support for all assigned areas. The goal is to ensure customer value is maintained to the standards set forth by the company. 

ESSENTIAL JOB DUTIES: 

• Provide first-level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem-solving process
• Follow up with users, provide feedback and see problems through to resolution
• Utilize excellent customer skills and exceed customers’ expectations
• Ensure proper recording, documentation, and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk processes, products, and services
• Accurately maintain the helpdesk database (Tickets, Inventory, Vendors)
• Accurately maintain physical inventory
• Assist in maintaining physical IT infrastructure

OTHER DUTIES: 

• Assists in the Preparation of management reports, at the required intervals, on the department’s activities and progress towards objectives
• Performs other related functions assigned from time to time by the Information Technology Manager

REQUIRED COMPETENCIES: 

• Certification in Computer Science related disciplines
• Proven working experience in providing helpdesk support
• Proficiency in English Language
• Working knowledge of help desk software, databases, and remote control
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Strong knowledge in computer repairs
• Customer service orientation

REQUIRED QUALIFICATIONS, SKILLS AND EXPERIENCES: 

• Associate's degree in computer science or similar relevant field of discipline.
• Two (2) years’ related work experience.
• Ability to repair/service computers and printers advantageous