Service Desk Analyst
Jade Global
Service Desk Analyst
Prioritize and manage escalated tickets, coordinating with relevant teams to resolve critical issues promptly. Diagnose and resolve intricate technical issues across hardware, software, network, and applications, often requiring in-depth knowledge of system architecture and functionality. Create and maintain comprehensive documentation on common issues and solutions, ensuring knowledge transfer within the team. Analyze incident data to identify recurring issues, proactively address potential problems, and suggest system improvements. Provide excellent customer service to end users, clearly explaining technical issues and solutions in a user-friendly manner. Assist in the implementation of new technologies, providing user training and support during transition periods. Generate reports on service desk performance, identifying areas for improvement and presenting findings to stakeholders.
Required Skills: At least 3 to 5 years of experience in IT industry. Bachelor's degree in computer sciences or engineering or an associated degree is preferred. Experience working in a similar role as either IT support or on a service desk/help desk is valued. Strong analytical and problem-solving skills. Strong customer service skills. Previous hands-on experience. Ability to troubleshoot user-level-related network issues. Good management skills. Is a good communicator and team player. Flexible and adaptable.
The support model will primarily follow MST hours, from Saturday to Wednesday (with Thursday and Friday as weekly off days). In case of 24/7 support requirements, compensatory off (comp-off) will be provided alternatively. The tentative support timings will be +/- 1 hour from 9 AM to 6 PM MST on Saturday to Wednesday.