The Service Desk Analyst is responsible for providing first and second level administrative and technical support for the resolution or escalation of laptop and desktop hardware and software related problems and problems related to IP telephony, connectivity, security, servers and real time operations. The Service Desk Analyst serves as the initial point of contact for technical problems and perform troubleshooting tasks, problem diagnosis and problem resolution or escalation.
- Provide first line investigation and diagnosis for incidents.
- Resolve and close incidents and service requests as per service desk procedures and allocated timelines.
- Escalate unresolved incidents and service requests within agreed timescales.
- Log relevant incident and service request details per help desk procedures.
- Communicate with customer regarding incident progress.
- Ensure assigned tickets are up to date until issues are resolved.
- Complete assigned training roadmap.
- Mentor junior team members.
- Comply with Quality, Health, Safety and Environment policies and Information Technology (IT) policies including continuous improvement initiatives.
- Liaise with customers, other IT support groups and third-party providers when necessary.
- Update the Knowledge Base with known problems and fixes.
- In Global Service Desk Analyst role: Provide front line support for customers by answering calls, emails and web requests, and entering the issues into a ticketing system.
- Record customer information including name, Product Line, contact information, and nature of problem or issue.
- Provide support and assist IT users in resolving IT issues.
- Prioritize and schedule tasks.
- Escalate problems to the appropriate teams.
- Perform post-resolution follow-up with customers.
- In GIS SD Analyst for Real Time Service Desk Support role: Complete InterACT administrative tasks and service desk monitoring.
- Communicate between field, customers and co-workers.
- Provide complete daily hand-over including pending ticket, created RIR's, resource outages, personnel issues and any other issues of note.
- Contribute to annual review of all InterACT procedures.
- Liaise with internal and customer Operations Support Centers. Support international InterACT systems after hours as needed.
- Perform quality control audits on the application of permissions.
- Perform SimpleHelp administration tasks.
- Contribute to the testing of new versions of GIS supported software applications.
Industrial Engineer, Telecomunications, IT related.
