Service Desk Analyst

 Job Publishing Date: 24 July 2023

Description

Key Responsibilities:

• Help Desk Support: Provide frontline support by responding to incoming service requests, incidents, and inquiries from end-users via various channels, such as phone, email, or ticketing systems.
• Troubleshooting: Diagnose and resolve hardware, software, and network issues for end-users, including desktops, laptops, printers, mobile devices, and applications.
• Escalation Management: Escalate complex technical issues to appropriate IT teams or vendors and follow up on resolution progress to ensure timely resolution.
• Ticket Management: Document and maintain accurate records of all incidents and service requests in the ticketing system, including issue details, troubleshooting steps, and resolutions.
• User Training: Provide guidance and training to end-users on using hardware, software, and IT tools effectively to improve their technical proficiency.
• Remote Support: Use remote support tools to assist end-users in troubleshooting and resolving issues, especially for remote or off-site employees.
• Knowledge Base: Contribute to the knowledge base by documenting known issues, resolutions, and best practices to facilitate faster problem-solving in the future.
• Software and System Updates: Assist in software installations, updates, and patches to ensure end-user systems are up to date and secure.
• IT Policy and Compliance: Ensure that all support activities align with IT policies, security standards, and compliance regulations.
• Customer Satisfaction: Follow up with users to ensure problem resolution and gather feedback on the service provided, striving to achieve high levels of customer satisfaction.

Qualifications and Skills:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven experience as a Service Desk Analyst or in a similar technical support role.
• Strong technical knowledge of various operating systems (e.g., Windows, macOS) and common software applications.
• Familiarity with network fundamentals, hardware components, and peripheral devices.
• Proficiency in using ticketing systems and remote support tools.
• Excellent problem-solving skills and the ability to troubleshoot technical issues effectively.
• Strong communication skills to explain technical concepts clearly to non-technical users.
• Customer-focused attitude and the ability to remain patient and professional in challenging situations.
• Time management skills to prioritize tasks and meet service level agreements (SLAs).
• Willingness to learn and adapt to new technologies and IT procedures.

• Industry: Oil/Gas/Petroleum
• Career: Mid Career
• Job Location: Dubai
• Salary: AED 4001-5000
• Experience: 1 - 2 Years
• Job Type: Full Time
• Gender: Any
• Contact No.: 0523250064
• Email: hrnoor234@gmail.com
• Street: Deira
• City: Dubai