IT Service Desk Analyst

Job description: Experience – 6 months to 1 year. Good-to-Have: An ITIL V4 / V3 Foundation qualification is preferable but not essential Knowledge of ITIL Processes – Incident, Service Management Project management experience Knowledge of cloud-telephony tools from reporting perspective Responsibilities: Analysing and evaluating software and IT systems Answering incoming IT questions from clients and staff in person, over the phone or remotely Performing system installations, upgrades and maintenance procedures to prevent service outages Creating FAQ materials and training manuals for end users to easily access Keeping service desk records up to date Making suggestions to improve IT performance and avoid future issues Coordinating with internal divisions to ensure that the company is meeting IT requirements Keeping up with technological developments Required qualifications include the following: An associate or bachelor's degree in computer science, information systems or a related field A minimum of two years experience working in end-user support and IT performance analysis role Comprehensive and up-to-date understanding of computer hardware and software Proficiency with task management and customer relationship management software Outstanding analytical and problem-solving abilities Advanced interpersonal, communication and teamwork abilities Excellent time-management and organisational skills Manage all vendors related to Service Desk Manage SLA's and KPI's on monthly basis Participate in hiring of service desk resources at lead level Run daily, weekly, and monthly meetings related to Service Desk Ensure all updates are shared with all Service Desk teams Create reports from all tools of service desk Responsible for knowledge management related to Service Desk Work on smooth transition of new tools or processes affecting Service Desk