Service Desk Analyst

• Working with ServiceDesk Lead for IT Service Operation function and work for the processes such as Incident Management, Service Request Fulfilment and Configuration Management.
• Follow and meet the service level targets for the response & resolution SLA for Service desk.
• Installing, configuring, and troubleshooting of IT related software and hardware.
• Timely respond to user queries and requests for IT over email, Phone and in person.
• Engage with different team / domain members in IT for Incident and Problem solution.
• Timely escalate the incidents as per the escalation procedure and SLA.
• Coordinate with Service providers and business users for incidents and Problems which needs tests and prompt resolution.
• Perform any other Adhoc task.
• Handle floor calls from users and provide remote support for work from home users.
• Perform user onboarding activities and off boarding activities.

• Maintain asset register.
• Maintain CMDB for IT assets to get the same sync with client management and other functions.
• Manage IT Asset throughout the lifespan for H/W support, upgrades.
• Keep track of asset orders and update Asset Register and CMDB once assets arrived from supplier.
• Keep Harmony of the assets via Asset naming convention standard.

• Work as per Identity and Access management policy.
• Work closely with user management for user access requests, creation, revocation, deletion.
• Work as user requestor and password coordinator for IT.
• Maintain the list of user requestor and password coordinators for departments.
• Work as SPOC for audit evidence for user requests for IAM.
• Maintain the user repository for organization users with access and system details.
• Follow Joiners, Leavers, Mover's process for IAM function.

• IT qualifications desirable (MCSA, A+ N+ MTA)
• An ITIL qualification is preferable but not must.
• MCP certification would be desirable.
• Basic knowledge of User & Active Directory administration in Windows
• Strong knowledge of Microsoft based operating systems and Office 365
• Relevant work placement experience in a similar IT environment with at least two years' experience
• Familiarity with / experience of working within an ITIL environment.
• Familiarity with an ITSM tools, HPALM

• Graduate or Certification or diploma in IT or related subject
• Ability to work in a challenging environment with changing priorities/deadlines.
• Experience of adhering to and achieving/exceeding SLA's
• Excellent communication skills via different mediums i.e., telephone, email, and in person
• Evidence of teamwork/strong team player

Morgan McKinley