Job Title : Service Desk Analyst_N01
Roles and Responsibilities :
- Ensure calls are answered and emails are responded in a timely manner.
- Provide first level troubleshooting on desktop and customized application related incidents.
- Provide application usage support.
- Log all incidents reported to the Service Desk.
- Perform initial classification/ prioritization of the incidents.
- Escalate incidents to 2nd level resolver groups as per work instructions.
- Track the progress of resolution and provide regular updates for follow-up actions and incident status.
- Notify Team Lead in the event of unusual surge in calls of a specific nature.
- Mininum Diploma or ITE in IT or relevant field.
- 2 years of Service Desk/Contact Center experience is preferred.
- Good customer service skills.
- Good analytical and problem solving skills.
- Willing to work in 24/7 Shifts