Service Desk Analyst - Ticketing System

Job Description
 Serve as the single point of contact for end User requests and support issues.
 Respond to IT requests from all emails, portal, and telephone within the agreed targets.
 Log and assign all IT requests and work requests accurately in the IT ticketing system.
 Perform troubleshooting and initial diagnostics of assigned IT tickets, including remote connection to end user devices using remote access tools.
 When required assign tickets to the relevant team member or external IT suppliers and liaise with the resolver until completion.
 Communicate clearly to users in a timely and polite manner and keep the end user informed of the progress of IT requests at all appropriate times.
 Follow standard operating procedures (SOPs) for incident management.
 Manage creation, modification, and deletion of users account management (FTP, Active Directory, file permissions) and perform clean-up projects of user profiles, files, email accounts.
 Supporting application such as Microsoft Lync/Skype for Business, conferencing tools such as GoToMeeting, Microsoft Outlook and email archiving tools.
 Highlight and report all major IT issues and risks to Service Manager in a timely manner.
 Research, test and implement new systems to improve efficiencies and satisfy user requests.
 Provide basic PC installations and configuration tasks.
 Provide on site support when required in offices (may require travel).
 Other duties in support of the Service Desk, as assigned by the Service Manager, TLs.

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