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Service Desk Analyst

Location Singapore, Singapore
Posted 18-March-2019
Description
Service Desk Analyst
[Description]
.

The Analyst is required to do shift work and work during Public Holidays.

Responsibilities:

• Attend to calls, its inquiries and provide solution pertaining to it
• Logging of calls and emails to Ticketing System
• Prioritising the calls according to the urgency and process the incidents when required
• Tracking of calls and emails
• Raising outstanding issues with the correct escalation points like 2nd level team if issue is not resolved
• Conduct Microsoft Office Applications training to organisation’s end users
• Conducting checks on user accounts and machine configuration
• Proposing and applying of appropriate solution to fix issues escalated
• Reviewing of reported incidents and occasionally reviewing of outstanding tickets
• Conduct user’s satisfaction surveys and review improvement plans
• Cautious in information security and risk area and suggesting solution aligned with the corporate policy
• Documentation of Service Desk’s agreed procedures to work on
• Verify that documents steps are acknowledge and approved by involved parties
• Applying of best practices like ITIL States and documenting improvements
• Identify the process breaks and work on its improvements

Requirements:

• Willing to work shift work schedule (6 am to 9 pm) including public holidays
• Excellent Phone Etiquette, Communication and organisation skills
• Strong inter-personal and analytical skills
• Good with Written and Oral English
• Achiever who is self-motivated and attentive to provide user’s satisfaction
• Fundamental understanding of user and Group Active Directory Administration
• Knowledge of Microsoft based operating systems especially Windows 7 & above, Microsoft Office 2010 and above
• Minimum 1-2 year customer service or call centre experience
• Ticketing System Experience like Remedy, ServiceNow, ServiceDesk Plus, etc)
• 1-2 years previous IT Service desk experience and ITIL (v3) Foundation Qualification is an added advantage
• Language skills like Japanese, Chinese, Cantonese, Vietnamese is an added advantage
Salary details
USD 40000.00

 
Awards & Accolades for MyTechLogy
Winner of
REDHERRING
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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