Global Helpdesk Analyst
Afiniti, Pakistan

1. First Level support of internal customers for all IT related issues
2. Detailed tracking of each customer’s service needs in ticketing system
3. Follow up with customers to ensure that all issues / needs have been resolved / met
4. Timely and accurate feedback of issues to customers and management
5. Proactive monitoring and timely IT issue resolution
6. Proper escalation of issues to management according to established guidelines and policies
7. Ability to work in flexible work timings and extended hours as deemed required
8. When situation demand additional support to balance workload, Helpdesk staff may be required to stay in extra hours or come in additional shifts
9. In order to develop and upgrade skill sets and knowledgebase, helpdesk analysts are required to attend regular meetings and training activities

Job Rewards and Benefits