Service Desk Junior Analyst

I.        JOB DESCRIPTION

The Service Desk analyst is the point of contact for reporting IT related incidents and requests. Using a ticketing system and other tools, employee concerns are logged, monitored and pursued to a satisfactory conclusion within the prescribed service level agreements.

II.      DUTIES AND RESPONSIBILITIES

• Receive, respond, log/ticket, and triage reported incidents and service requests coming from different channels (phone, email, messaging and other means)
• Conduct initial troubleshooting, investigation and resolution, referring to support knowledge base and redirecting to self-service facilities as appropriate
• Escalate issues and requests to designated resolvers, providing initial information, monitoring to completion and providing regular updates
• Ensure compliance to service level agreements
• For systems changes, disruptions and general dissemination of information, be able to send appropriate advisories, including coordination with other stakeholders
• Participate in information security, data privacy, business continuity and other compliance and operational audit activities
• Prepare reports, as required
• Maintain and contribute to improvement of records, policies, procedure documents and user guides, knowledge base and other information repositories — keeping information, accurate and secured
• Participate in customer education, including preparation of suitable training materials
• Comply with the organization’s Information Security and Management System (ISMS), Quality Management System (QMS), Data Privacy and other regulatory requirements
• Work with other members of the CIT Team and external partners to assess and improve processes, systems and tools

III.    QUALIFICATIONS

A.    Minimum Education

• Graduate of Computer Science or equivalent

B.    Minimum Experience/Training

• With at least two (2) years experience as a Service Desk Analyst in an internal IT or managed services support environment
• Knowledge and experience in the following:
• Service Desk process
• Use of a ticketing system
• ITIL process
• End User Support process
• Computer systems, hardware and software, including Office 365, Windows OS, Printers and Telephony
• Microsoft Excel, Powerpoint and related tools
• ITIL certification an advantage

C.    Competency

• Analytical, result-oriented, team player, fast learner and dynamic
• Can work with minimum supervision
• Working knowledge in information security and data protection
• Ability to assess security threats and incidents and apply appropriate action
• Effective communication skills
• Thorough; demonstrates attention to detail and accuracy
• Defines and organizes tasks, responsibilities, and priorities
• Takes responsibility for timely completion of work
• Passion to acquire and update skills and the ability to learn new tools and techniques quickly

IV.    WORKING CONDITIONS

• Can handle multiple tasks
• Must be willing to work on-call and on extended hours