Service Desk Analyst

5 days ago

Singapore Opensource Pte Ltd. Full time

**Service Desk Analyst**

**Job Purpose**

Drive to closure for incidents & Service Requests tickets raised.

Route issues to SMEs, vendors and act as point of contact to internal support teams and clients.

**Responsibilities**:

- Diagnose and resolve technical hardware and software issues via call or remote tools.
- Opens, tracks, and closes trouble tickets; ensuring documentation (in tickets and in the Knowledge Base articles)
- Ensure tickets managed within KPI measurements and standards.
- Identify and escalate incidents and problems requiring urgent attention
- Escalate incidents and problems to the appropriate group
- Provides scheduled and adhoc reporting from Helpdesk system to clients and management.
- Follow the Service Desk Standard Operating Procedure (SOP)
- Performs other related duties as assigned to ensure effective operation of department.

**Required Qualifications and Skills**:

- Diploma or Degree in IT with preferably at least 1-year service desk experience.
- Knowledge of troubleshooting Mobile Devices (iOS and/or Android)
- Experienced in using ITSM ticketing tools.

**Desired Skills**:

- Knowledge in ITIL Standard.
- Proficient in usage of ServiceNow Ticketing system
- Experience in Microsoft 365 administration
- Technical certifications, Cloud Foundation, Microsoft, Network, etc.
- MS scripting or programming knowledge.

**Attributes for Success**:

- Good oral and written communication skills
- Good customer service skills
- Excellent problem-solving skills
- Ability to multi-task
- Teamwork

Contract length: 12 months

**Salary**: $2,500.00 - $3,200.00 per month

Schedule:

- Monday to Friday
- Weekend availability

Willingness to travel:

- 50% (preferred)

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