Service Desk Analyst

Service Desk Analyst

The primary responsibilities of the Service Desk Analyst:

Functional Responsibilities:

• Ensure full availability of Service Desk telephone, email, and other channels of support during their shift.
• Provide telephone and email support for clients and users.
• Proactively monitor support mailboxes and log in to the system.
• Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in to the service desk tool.
• Create, document, and review work instructions to help deal with similar incidents and requests.
• Take full ownership of all open Incidents and Service Requests and update them daily at a minimum.
• Support Workplace Services in providing remote support to resolve users’ issues. Educate end-users on technology best practices, self-help resources, and preventive measures to enhance their knowledge and reduce recurring incidents.
• Maintain accurate and up-to-date documentation, including knowledge base articles and troubleshooting guides, to facilitate efficient issue resolution and knowledge sharing among the service desk team.
• Ensure that Service Desk operations directly contribute to strategic business objectives by minimizing downtime, enhancing user productivity, and supporting the continuous operation of critical IT services.
• Align all activities with IT and service management goals, ensuring that every service desk interaction contributes to MEEZA's overall business success and customer satisfaction.

Knowledge, Skills & Experience

Academic & Professional Qualifications:

• Bachelor’s degree in computer science, Information Systems, Engineering, or equivalent.

Experience:

• 3-4 years of experience in delivering remote IT support via telephone and remote support tools within an IT Service Provider environment.

Skills and Requirements:

• Strong problem-solving abilities to diagnose and resolve customer issues.
• Excellent written and verbal communication skills, with a keen focus on effective customer service.
• Customer oriented mindset, meticulous attention to detail, along with empathy and patience, to consistently deliver high-quality support to clients.
• Hands-on experience with Microsoft Operating Systems and the Office suite.
• Mandatory expertise in Microsoft Active Directory, Exchange, Azure, and O365 administration.
• Knowledge of IT Service Management principles, ITIL V4 Foundation certification.
• Knowledge of fundamental IT security principles.
• Experience with ITSM tools, preferably HP/Microfocus Service Manager, is an asset.
• Proficiency in Microsoft Active Directory, Exchange, and O365.
• Preferred : Industry certifications such as MCITP, MCTS, Microsoft 365, Microsoft Azure Fundamentals, CCNA, and CCNP, supported by practical hands-on experience.
• Preferred : Familiarity with various network systems, including CISCO IPT, VPN services, and basic first-level network troubleshooting skills.
• Preferred : Experience or knowledge of SCCM, Intune, BitLocker, and endpoint security is highly recommended.