Service Desk Analyst

Key duties and responsibilities

• Serve as the single point of contact for end User ICT requests and support issues.
• Respond to IT requests from all emails, portal, and telephone within the agreed targets.
• Log and assign all IT requests and work requests accurately in the Apex IT ticketing system.
• Perform troubleshooting and initial diagnostics of assigned IT tickets, including remote connection to end user devices using remote access tools.
• When required assign tickets to the relevant team member or external IT suppliers and liaise with the resolver until completion.
• Communicate clearly to users in a timely and polite manner and keep the end user informed of the progress of IT requests at all appropriate times.
• Follow standard operating procedures(SOPs)for incident management.
• Manage creation, modification, and deletion of users account management (FTP, Active Directory, file permissions)and perform c...