Mis Service Desk Analyst

Description:

• Responding to IT support requests through Service Desk system
• Ensuring correct use of applications, networks and equipment
• Maintaining IT documentation including network and user details
• offer the first point of contact with the client. During the incident resolving process, analysts work with other experts, vendors, and specialists to solve the incidents for the customers.
• Receive, log and triage calls from the business and process them in a timely manner and provide proactive technical support to the clients.
• To take ownership and management of the incident and service request life-cycle, including verification and closure
• Provide 1st line support relative to Incident Management process; initial assessment of all Incidents & Service Requests; make first attempt at incident resolution Analyzing issues and determining correct software or hardware solution and/or refer to 2nd/3rd line support
• Fixing hardware issues including replacing equipment and peripherals such as computers, terminals and routers and testing and updating existing software and supporting the mobile communication service
• Monitor and escalate procedures relative to the appropriate SLA
• keep internal users and external clients informed on request for status and progress and Documenting records of actions taken
• report as necessary on performance against agreed service level targets, objectives, timescales or standards