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Service Desk Analyst

Role Description

  • Act as an primary point of contact for all IT issues 
  • Responsible for ensuring prompt response and resolution network alerts
  • Responsible for recording all incidents and ensure prompt escalation to concerned teams
  • Provide insights on operational issues and able to generate an action plan towards resolution

You Might be the Right Person If...

  • You are comfortable in a 24/7 working environment
  • You have solid foundation or understanding of network technologies
  • You have strong oral and written communication skills
  • You have an enthusiastic “can do” customer service driven attitude
  • You have excellent planning and documentation skills 
  • You have the ability to identify a critical problem and escalate it to the right contact
  • You are able to work with minimal supervision
  • You can quickly learn new systems, processes and software
  • You have strong attention to detail, analytical and critical thinker 
  • You understand how system and network alerts work
  • You are willing to be trained and pass certification requirements

Specifically You Will...

  • Act as an initial point of contact for all IT issues 
  • Respond, log and update IT related queries in the incident management tool
  • Respond to and resolve queries in an effective and efficient manner
  • Remain accountable for timely and effective resolution of issues
  • Escalate L2 IT issues to other IT teams
  • Maintain up to date asset records for staff and upload them in the centralized documentation platform
  • Coordinate with our technical vendors to resolve issues
  • Analyze network-related issues and diagnose at which network layer an issue resides
  • Ensure all alerts are responded to within defined SLA
  • Analyze, diagnose and resolve L1 network-related issues

Skills for Success

  • Strong verbal and written communication skills
  • Strong network fundamentals
  • Attention to details
  • Critical thinking

Technical Skills

  • System Administrator experience (required) 
  • Cisco administration experience (required)
  • CCNA or other certifications (desirable)
  • Programming background (desirable)

Experience

  • 2 years’ experience in network monitoring, system and/or network administration

Qualifications

  • BS in Computer Science or any related IT field or
  • Equivalent IT experience

 

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