Service Desk Analyst L1

Role: Service Desk Analyst L1

Location: Everett, WA (Hybrid)

Duration: Long Term Contract

Primary Skills

u Graduate with Minimum 3+ years of experience in service Desk

u Excellent communication and conversation skills in English with a Versant Score of 70

u Good Knowledge of Incident, Change and Problem Management

u Manage Service Desk activities, including:

o Owning overall responsibility for Incident and Service Request process handling on the Service Desk

o Liaise with the Service Manager

o Help with the development and issuance of Service Desk Operational Reports

o Liaise with the designated Change lead as requested.

u Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc

u Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority.

u Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism.

u Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.

u Attend voice calls.

u Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.

u Use Remote Desktop to assist the end users as required.

u Good Knowledge on O365 products.

u Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure

u Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.

u Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues

u Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.

u Proactive problem management is an added advantage.

u Good Knowledge and proven skills in Vendor Management

u Good Knowledge on ZOHO ITSM tool

Soft Skills

u Should possess excellent customer handling skills

u Ability to handle unforeseen situations

u High level of acceptance and understanding in dealing with end users and situations

Certifications

u Candidate to be ITIL certified