Technical Service Desk Analyst

Job Description – Service Desk L1 / L2

- Proficiency in English (written & spoken).

- Dealing with incoming calls in a professional, courteous manner over the phone and via email

- Determining the best solution based on the issue and details provided by customers

- Taking ownership of tickets and managing them in a logical and methodical manner

- Highlight/communicate the Major/scheduled service outage related information to relevant stakeholders & responsible for doing a follow up with L2 support team un l closer.

- Identify and escalate repetitive issues or services risks to the service management teams

- For the Service-desk standpoint, ensure end to end response/workflow of all incident & service requests.

- Provide accurate information on IT products or services. Identify and suggest possible improvements on procedures.

- Coordination with respective...