IT Service Desk Analyst

Job Description



• Provide first line technical support to clients, requiring an aptitude for working with applications/ systems to undertake analysis, diagnosis, and resolution of client problems.

• Follow-up on the progress of the incident until closure. Escalate the unresolved incident to respective unit which may range from very straightforward problems through to more complicated issues.

• Respond to a large volume interaction and efficiently while also providing a high degree of client satisfaction.

• Handled interaction within agreed customer Service Level Agreement (SLA)

• Record and classify all customers’ queries.

• Responds to and diagnoses complex incidents in a customer focused environment by demonstrating strong ability to perform Technical Helpdesk Skills.

• Prioritize and resolve issues identified by customers and other teams in a timely manner.

• Updates customer on Incident status/resolution in accordance with SLA.

• Monitor the IT service process and workflow to ensure SLA’s are met.

• Provide accurate and creative solutions to service management to improve service delivery

• Liaise with internal and external resolver groups regarding queries by end user on incident status on daily basis.

• Work with IT Services functional teams and other team members to ensure issue resolution in accordance with Service Level Agreement (SLA).

• Monitor interaction channels to ensure all incidents are updated & progressing in the required timescales

• Meet all KPI set by operation management team.

Required language(s): English & Mandarin to effectively communicate with Mandarin-speaking clients.