IT Service Desk Analyst

11 hours ago

Singapore Persolkelly Full time

**Purpose**:
The IT Service Desk is the first point of contact for users for questions, requests, and incidents. The IT Service Desk function:

- Defines and deploys the IT-processes and tooling for request-, incident-, change and problem-management for the entire IT-function and aligns these processes with Operations and Product to aim for a consistent customer experience.
- Is the first point of contact for users to submit questions, request, and incidents by enabling an IT Service Management portal for self-service, supported by 7x24 Service Desk.
- Tries to solve questions, request, and incidents in the first line and, if not, dispatches it to other departments and oversee the quality and timeliness of the resolution.
- Defines and manages the major incident management process in case of a critical incident.

**Result Areas**:

- **Service Desk**:

- Enable a 7x24 Service Desk around the globe.
- Intake of questions, requests, or incidents by phone or via the Service Portal.
- First line resolution to questions, request, or incidents if possible.
- Categorize questions, request, and incidents for prioritization of resolution.
- Dispatch of questions, requests, or incidents to the right department for further investigation and resolution.
- **Monitoring quality of service**:

- Monitoring of timely resolution of questions, request, and incidents, also by other departments.
- Reach out to other departments if SLAs tend not to be met.
- Escalate to management on potential SLA-violations if need.
- Feedback to the requester on status and planned resolution.
- Provides dashboard to the solution groups and management on resolution performance.
- **Major Incident Management (Manager and up)**:

- Categorization of a business-critical incident to a major incident, initiating the major incident management process.
- Assignment of the solution group for managing the major incident towards a resolution.
- Set up of predefined communication channels to inform impacted users, customers, and management.
- Oversee the process during the duration of the incident and take care of the communication.
- Ensure an RCA is being delivered, after closure of the incident.

**Job Requirements**:

- Detailed knowledge of Windows, Office, Windows Servers, IOS and VMWare.
- Knowledge of ITIL Service Management
- Knowledge and experience with Service Management tooling

Job Code: PRIT

EA License No: 01C4394

EA Registration No. R1875348 (Priyanka Tewari)

602430

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