Analyst - Service Desk 5B

Overview

Analyst - Service Desk role focused on level 1 IT support, incident ownership, and timely resolution of customer and technical issues in a hybrid, flex-time setup.

What you'll do

• Provide level 1 support and handle incoming queries and issues.
• Comprehend issues, search a Knowledge Management Tool, and communicate clearly.
• Document and add new issues/solutions to the Knowledge Management Repository.
• Troubleshoot software and hardware problems.
• Install, configure, and perform system upgrades for software and hardware.
• Monitor and maintain computer systems and networks, including security and privacy.
• Take full ownership of the incident from creation to closure.

What you'll need

• Bachelors degrees in one of: Computer Engineering, Database Management, Information Systems, Information Technology, or Network Engineering.
• Professional certification: Professional Customer Service - SMG/KRC Poland Human Resources.
• ServiceNow Certified Application Developer - ServiceNow certification.
• ServiceNow, STI Certified Call Center Professional (CCCP) - Cornerstone certification.
• Strong customer service orientation.
• Ability to handle multiple tasks with little or no forewarning.
• English language proficiency (Required), Proficient level C2.

Details

• Work mode: Hybrid.
• Work shift: Flex Time (India).