Description:
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.
Job Responsibilities:
The goal is to make sure that customer experience value is maintained to meet the organizational goals.
Tackle issues and service requests reported via calls
Transfer and Patch calls
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
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)
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.
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.
Hourly Performance Logs, Task Logs and Checklists (Smart sheet), Prelim Incident reports and Avaya PBX IDs database
AHT (Average Handling Time), FCR (First Call Resolution), SLA (Service Level Agreement) Quality, Staff time, Attendance Performance Targets
Job Specifications:
Organization | ibex |
Industry | IT / Telecom / Software Jobs |
Occupational Category | Service Desk Analyst |
Job Location | Lahore,Pakistan |
Shift Type | Morning |
Job Type | Full Time |
Gender | No Preference |
Career Level | Intermediate |
Experience | 2 Years |
Posted at | 2023-08-17 6:38 am |
Expires on | 2024-10-08 |