Service Desk Analyst

Service Desk Analyst Job in Pakistan
Ibex Global , Pakistan

1 Year
25,000 - 25,000 PKR
Job Type
Job Shift
Job Category
Requires Traveling
Career Level
Total Vacancies
1 Job
Posted on
Sep 5, 2017
Last Date
Sep 23, 2017

Job Description

  • Act as POC for all external customers and engage technical teams to ensure in time resolution for each reported incident
  • Responsible for recording all reported trouble tickets into incident management system, and keep track the progress
  • Hold the responsibility for driving major incidents through to resolution in accordance with agreed procedures and service levels
  • Engage the stakeholders to provide each reported incident resolution within SLA
  • Host and manage change management activities for continuous upgrading and improvement in application infrastructure
  • Ensure that the activities and resolution are properly executed and documented
  • Work on other issues of low to medium complexity as assigned
  • Comprehend customer requirements and make appropriate recommendations/solutions
  • Responsible to provide the consolidated technical reports for all ongoing incidents, request to internal management and customers

Job Specification

  • At least 1 year experience in incident, change and problem management
  • Must have knowledge of IT Infrastructure and Technology, Customer Service and Team Management
  • Have at least intermediate to advance level Windows/Application Troubleshooting skills
  • Excellent knowledge of using office tools like Office, Excel, Outlook, Team Viewer, Google Docs, AnyDesk, 4shared etc.
  • Experience in team engagement, writing and comprehensive technical reports
  • Exceptional written, verbal communication and presentation skills
  • Must be willing to work in unconventional shifts (on call/afterhours/weekends)

Desired Qualification:

  • Bachelors’ degree preferably in IT, Computer Science
  • Candidates with prior Service Desk experience will be given preference
  • Experience in using any standard Ticketing system will be given advantage
  • Basic Database, SQL Server knowledge would be considered as plus
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Ibex Global

Information Technology and Services - Lahore, Pakistan
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