IT Service Desk Analyst İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
- Bachelor's or associate degree from a relevant departmants of universities
- At least 3 years’ experience in IT departments
- No military obligations for male candidates
- Excellent command of English usage (preferably fluent speaking)
- Affinity with IT and the desire to learn about any IT system
- Strong analytical thinking ability
- Effective communication skills
Job Description
- The 1st and central point of contact for all end-users.
- Listen or carefully read any incoming topic of the end-user. Think ‘outside in’.
- Register any communication or progress activity in the ITSM tool.
- Analyze and triage incidents and requests and determine the right priority and solution.
- Deliver the requested service or escalate it to the right team of IT specialists (internal or external).
- Solve the IT incident or escalate it to the right team of IT specialists (internal or external).
- Take notice of the agreed Service Level Targets (SLA’s).
- Pro-actively monitor the progress and communicate about it, with end-users, for all open incidents and requests.
- Be the communication officer on P1 incidents specifically and IT to business communication in general.
- Analyze survey results by talking directly to the end-user. Improve or escalate.
- Inform, advise, and push IT specialists on priorities, trends, and solutions.
- Instruct, train end-users to prevent incidents from happening again and improve end-user productivity.
- Create knowledge documents to improve end-user self-service and to improve service quality and delivery speed.
- Asset management on end-user devices.
- User account management.
- Monitor the IT operation where possible and support IT specialists in case of incidents.
- Procurement of IT hard- and software.
- Supporting IT specialists in changes and projects.
