Level One Service Desk Analyst
Service desk function (SLA Management)
* Working with ServiceDesk Lead for IT Service Operation function and work for the processes such as Incident Management, Service Request Fulfilment and Configuration Management.
* Follow and meet the service level targets for the response & resolution SLA for Service desk.
* Installing, configuring, and troubleshooting of IT related software and hardware.
* Timely respond to user queries and requests for IT over email, Phone and in person.
* Engage with different team / domain members in IT for Incident and Problem solution.
* Timely escalate the incidents as per the escalation procedure and SLA.
* Coordinate with Service providers and business users for incidents and Problems which needs tests and prompt resolution.
* Perform any other Adhoc task.
* Handle floor calls from users and provide remote support for work from home users.
* Perform user onboarding activities and off boarding activities.
CMDB and Asset management
* Maintain asset register.
* Maintain CMDB for IT assets to get the same sync with client management and other functions.
* Manage IT Asset throughout the lifespan for H/W support, upgrades.
* Keep track of asset orders and update Asset Register and CMDB once assets arrived from supplier.
* Keep Harmony of the assets via Asset naming convention standard.
Identity and Access Management coordination & User Management.
* Work as per Identity and Access management policy.
* Work closely with user management for user access requests, creation, revocation, deletion.
* Work as user requestor and password coordinator for IT.
* Maintain the list of user requestor and password coordinators for departments.
* Work as SPOC for audit evidence for user requests for IAM.
* Maintain the user repository for organization users with access and system details.
* Follow Joiners, Leavers, Mover's process for IAM function.
Key Role Requirements
* IT qualifications desirable (MCSA, A+ N+ MTA)
* An ITIL qualification is preferable but not must.
* MCP certification would be desirable.
* Basic knowledge of User & Active Directory administration in Windows
* Strong knowledge of Microsoft based operating systems and Office 365
* Relevant work placement experience in a similar IT environment with at least two years' experience
* Familiarity with / experience of working within an ITIL environment.
* Familiarity with an ITSM tools, HPALM
Technical skills should include Windows 10, Active Directory, basic MS server, Citrix, Office 365 [email,
Teams, SharePoint, Excel, word, PowerPoint], and the ability to answer laptop, iPhone, and printer
related queries for OS and HW issues.
Individual Requirements
* Graduate or Certification or diploma in IT or related subject
* Ability to work in a challenging environment with changing priorities/deadlines.
* Experience of adhering to and achieving/exceeding SLA's
* Excellent communication skills via different mediums i.e., telephone, email, and in person
* Evidence of teamwork/strong team player
