Service Desk Operations Analyst

Early Applicant

Exp: 0-3 Years

Job Description

Provide first-line technical support and issue resolution to end-users via phone, email, or chat
Record all customer inquiries and incidents in the ticketing system
Troubleshoot hardware and software issues and escalate complex problems to appropriate teams
Monitor and manage the resolution process for all open tickets
Collaborate with other support teams and escalate issues as needed
Document and maintain troubleshooting procedures and knowledge base articles
Perform system and software installations as required
Proactively identify recurring issues and propose solutions to prevent future incidents
Ensure adherence to service level agreements (SLAs) and customer satisfaction targets
Keep up-to-date with technology trends and advancements to provide efficient service

Requirements

Essential Qualifications:

Preferred Qualifications:

An ITIL qualification is preferable but not essential
MCSA ( Microsoft Certified Solutions Associate )
CCNA
Experience in Information Technology Industries, Service Providers & Banking sectors

Skills

Demonstrated commitment to the provision of excellent customer support
Ability to work as a member of a team
Good organizational skills.
Excellent communication skills and telephone manners.
Ability to work under pressure and adapt to changing scenarios whilst meeting high customer expectations