Service Desk Analyst

Objective:

Ibex. Is looking for a "ServiceDesk Analyst" who will be considered as the front liner and will be required to solve basic technical problems and provide support to resolve network, systems and software relating issues/requests. The goal is to make sure that customer experience value is maintained to meet the organizational goals.

Job Description:

Calls Handling:

• Tackle issues and service requests reported via calls
• Transfer and Patch calls

Emails Handling:

• Diagnose and resolve issues and requests, reported through emails
• Carefully follow through the email threads and manage them in outlook shared mailbox
• Respond with proficient technical writing skills

Tickets Management:

• Accurately maintaining the log and track of reported issues and requests via unique tickets
• Assignment of tickets to correct teams
• Ensure completing the cycle of tickets (open to end)

Access and Network ID Management:

• Managing/troubleshooting user accounts, user-permissions, ceasing user accounts and rights on corporate resources by applying group policies
• Troubleshooting Level-1 (preliminary diagnosis) of issues on Windows and Mac OS
• Dealing with minor Microsoft Outlook issues and providing support to users with email configuration settings on the exchange
• Providing/troubleshooting VPN services for remote users
• Providing onsite and remote help using VNC/Team Viewer utility.

Incident Management

• Acting as front line support for the users, carefully assessing the severity of the issues triaging and/or escalating them to relative support departments according to set policies and procedures.
• Manage enterprise wide outages, working efficiently and driving the teams towards root cause analysis, management
• Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates & fixes.
• Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols). Server and System issues.
• Server and System issues.
• Telephony issues.
• Windows/Linux/Mac OS multiple flavors basic knowledge (Windows Server edition/Win 10/Ubuntu/Monterey etc.)

Reports

• Hourly Performance Logs, Task Logs and Checklists (Smart sheet), Prelim Incident reports and Avaya PBX IDs database

Key Performance Indicators

• AHT (Average Handling Time), FCR (First Call Resolution), SLA (Service Level Agreement) Quality, Staff time, Attendance Performance Targets

Job Specification:

• Bachelor’s Degree in Computer Science, Information Technology or related field
• Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred
• Excellent verbal and written communication skills
• Technical writing skills
• Problem-solving maven adept at quickly dissecting an issue into its component parts and Identifying the root cause or opportunity
• Excellent prioritization skills - ability to multi-task and work well under pressure and adjust work accordingly, often against tight deadlines and without continued direct supervision
• ServiceDesk/CRM/ITSM tools experience preferred
• Ability to interact with senior management, external client organizations and vendors
• Strong organizational skills, attention to detail and flexibility to multi-task across tasks with varying deadlines
• Ability to comprehend Native North American, British or Neutral Language Accents
• High energy, self-starter with bias for action and sense of urgency to deliver results
• Basic knowledge of ITIL Framework
• Knowledge of fundamental operations of relevant software, hardware and other equipment
• Attentive to customer concerns and render services with positive attitude
• Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data
• Available to work in Flexible shift timings and cater to the needs of 24/7/365 support

Perks & Benefits:

• Bi-Annual Bonus
• Internet Device
• Medical Insurance
• OPD (for complete family)
• Provident Fund
• Group Life Insurance
• Annual Leaves/ Casual Leaves
• EOBI

Mentioning the position in the subject line. Candidates can apply at Ibextech.careers@ibex.co

CC: anzalna.mateen@ibex.co mentioning the position in the subject line.