Vacancy: Service Desk Analysts

Job Summary

The Service Desk Analyst plays a pivotal role in the IT support structure, responsible for providing technical assistance and support to internal and external customers.

The primary focus is on responding to inquiries, diagnosing and resolving technical issues, and ensuring the efficient operation of IT systems and services.

The role is essential in maintaining customer satisfaction and the smooth operation of IT functions within the organization.

Roles & Responsibilities

• Customer Support: Provide efficient and professional technical support to end-users and customers by responding to inquiries, diagnosing issues, and offering solutions.
• Customer Support: Provide efficient and professional technical support to end-users and customers by responding to inquiries, diagnosing issues, and offering solutions.
• Incident Management: Log and categorize incidents, service requests, and inquiries in a ticketing system. Prioritize and manage them according to established service level agreements (SLAs).
• User Training: Offer guidance and basic training to end-users, helping them understand and use IT systems effectively. This may include password resets, software installations, and account setup.
• Communication: Maintain clear and consistent communication with customers, keeping them informed about the status of their requests or incidents. Provide updates and estimated resolution times.
• Knowledge Base Maintenance: Contribute to the development and maintenance of a knowledge base, creating articles and documentation to assist both customers and colleagues in issue resolution.
• Escalation: Escalate complex or unresolved issues to higher-level support or specialized teams, ensuring that all relevant information is conveyed for efficient problem resolution.
• Remote Support: Provide remote assistance to end-users using remote desktop tools and phone support. Troubleshoot and resolve issues without the need for physical presence.
• Hardware and Software Support: Assist with hardware and software setup, configuration, and troubleshooting. This includes workstations, laptops, mobile devices, and various applications.
• Security Awareness: Adhere to security policies and guidelines to protect sensitive information. Recognize and report security incidents or breaches promptly.
• Documentation: Maintain accurate and detailed records of customer interactions, actions taken, and solutions provided in the incident tracking system.
• Quality Assurance: Conduct follow-up with customers to ensure the successful resolution of issues and gather feedback to assess service quality and areas for improvement.
• Team Collaboration: Work collaboratively with other service desk analysts, support teams, and IT professionals to share knowledge and ensure consistent service delivery.
• Continuous Learning: Stay up to date with new technologies, industry best practices, and IT trends to enhance knowledge and skills.

• Bachelor’s degree in a related field or equivalent work experience.
• Bachelor’s degree in a related field or equivalent work experience.
• Proven experience in a service desk or technical support role, with a strong focus on telecom or network support.
• Knowledge of telecommunications systems, network protocols, and telecom hardware.
• Excellent problem-solving and analytical skills.
• Strong communication and customer service skills.
• Familiarity with service management tools and ticketing systems.
• ITIL certification is a plus.
• Ability to work independently and as part of a team in a fast-paced environment.
• Service Desk Analysts are required to work in shifts, including weekends and holidays, to provide 24/7 support.
• This role may involve remote work and on-call responsibilities as needed.