O que procura nos candidatos
The Service Desk Analyst is the first and focal point of contact of the Company. While providing the highest level of IT support, the Service Desk Analyst performs periodic routine checks and responds to all tickets submitted through JIRA Service Desk and uses a knowledge base tool along with their expertise to resolve tier one requests in a timely fashion.
The Service Desk Analyst escalates unresolved problem/issues/requests to the proper tier two and three support teams. Core to the role is troubleshooting on various software applications, hardware, and network systems and provide desktop support.
You will need to demonstrate a high level of commitment, initiative and ability to work alone and in a team environment. You should be a motivated self-starter with proven abilities to get the job done and possess excellent communication skills with a proactive can-do attitude and a willingness to learn.
Minimum 2 years’ experience working in an IT environment in an IT support function
Minimum 1 year’ experience working in a similar role with broad exposure to various troubleshooting scenarios
Any Computer Science / IT related qualifications
Experience or qualification in desktop PCs hardware troubleshooting
Basic knowledge of MS Windows Server 2008/2012/2016 and Active Directory
Basic knowledge of Linux systems
Basic knowledge of SQL
Working experience with Atlassian product (JIRA and Confluence)
Self-motivated, ability to work unsupervised as well as being able to work as part of a team in a fast paced environment
Good command of spoken and written English
Proactive, flexible attitude to work with a willingness to constantly learn, review and improve skills and processes
High level of initiative, accountability, communication, attention to detail and ability to follow process and procedures
Quais os benefícios oferecidos
Perform Event, Service Requests and Incident investigations, diagnosis and resolutions using proven methodologies, working in conjunction with other stakeholders as required
Provide technical support, troubleshooting and root cause analysis relating to application, product and system events and incidents, as well as fulfilling service requests
Accept, manage and update events, incidents and service requests to ensure contracted Service Level Agreements are met, managing the Service Desk queue efficiently
Take ownership and responsibility of issues from start through to a successful resolution
Ensure the escalation of events, incidents and service requests, as well as service disruption to other teams or third party contractors as and when necessary and facilitate any issues to the point of resolution
Monitor, resolve or escalate a number of system alerts and run a number of routine health checks on the system and suggest improvements to alerts in order to pre-empt the occurrence of an incident
Develop technical knowledge of each system within company and specialized knowledge of certain nominated areas and maintain adequate knowledge of operating systems and application software used to provide a high level of IT support
Assist in deployments and testing, providing meaningful feedback and physical intervention as and when necessary.