Service Desk Analyst

This role provides first point of contact for Clients seeking technical assistance and support in maintaning their websites and system. The role must be able to work night shift (if required), be able to perform remote troubleshooting through diagnostic techniques and determine the best solution or escalate based on the issue and details provided. Good communication skills, teamwork, customer centric focus and the ability to work in a fast paced environment is required.
Technical tasks:
- Provide support to customer over the phone, email or chat and resolve their technical problems / requests in a timely manner
- Ensure all tickets are logged and managed within Service Level Agreements (SLAs) and KPIs. Have understanding the SLAs and priority responses commitment.
- Follow standard Service Desk process - accurately log requests and incidents using the Incident Management tool
- Manage open requests, incidents and escalate as required
- Able to walk the customer through the problem-solving process or perform quick training on how to use particular features of the system
- Able to work in 3 different shifts (if required) with monthly rotation
o Day shift – from 6:00 AM to 2:30 PM (5 days a week)
o Evening shift – from 2:00 PM to 10:30 PM (5 days a week)
o Night shift – from 10:00 PM to 6:30 AM (5 days a week)
Quality improvement tasks
- Take initiative in improving on reporting, processes, workflow and client outcomes
- Identify possible risks throughout the process and properly communicate to related superiors for solutions
- Study and share new techniques, practice, tools and share for team members
Others
- Take initiative in self-improvement for professional and personal excellence

- Attractive Salary Package - Premium Healthcare Package - Everyday Training Opportunities