Service Desk Analyst

JOB REQUIREMENTS:
• Fluid English skills in speech and excellent writing capabilities.
• Prior experience working with a ticketing system.
• 1-2 years of experience working in a Service Desk environment.
• Demonstrated working knowledge of network, systems, and/or desktop computer devices.
• High energy and enthusiasm along with a high attention to detail.
• Must be a self-starter, highly motivated, dependable and possess a strong work ethic.
• Flexible and able to function in a "hands-on" environment.
• Positive and professional image.
• Must be willing to work shifting schedules.
JOB DESCRIPTION:
• Resolve incidents and request calls routed to any of the Service Desk call queues in accordance
with customer SLAs.
• Resolve incidents and requests via customer emails using ServiceNow and other customer
ticketing system in accordance with resolution SLAs.
• Accurately update and resolve incident tickets and requests in accordance with Service Desk
policies and procedures.
• Escalate critical issues immediately to management.
• Escalate non-resolved incidents to management prior to SLAs expirations.
• Continuously evaluate urgency/impact and escalate calls to management as appropriate.
For those interested kindly send me a message with your full name and contact details.