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Waystone
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7 Waystone Jobs
Service Desk Analyst
Waystone
posted 3mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Action and resolve all incidents / requests that come to the service desk queue or phone lines with the agreed service levels.
- Ensure that ticket assignments will maximize efficiency. Escalate tickets to the relevant level if required and request updates.
- Ensure that the entire ticket life cycle is carried out with the highest level of customer service through appropriate communication and follow ups.
- Proactively keep the end user updated on the current ticket status with related communications.
- Stay up to date with all relevant technology hardware and software to provide the first level of support.
- Assist in relevant and identified projects and contributes inputs where required.
- Assist in disaster recovery testing and support for any production disaster recovery incidents.
- Contribute strongly to the team in achieving the overall team objectives.
- Actively gain knowledge from more experienced team members.
- Ensure that all activities conform to the process and procedures that are in place in the IT department.
- Ensure complete compliance with internal and corporate policies
- A degree in IT or relevant experience
- ITIL Certified
- General knowledge of information technology, theory, principles, and practices.
- Any technical qualifications
- Minimum of 2 years in a helpdesk role.
- Outstanding time management, organizational skills, oral/written communication skills, critical thinking and attention to detail is required.
- Ability to interact and communicate with colleagues efficiently and effectively.
- Be able to work under pressure and against tight deadlines to implement pragmatic and intelligent decisions.
- Be adaptable and work as an effective member of a team.
- Work conscientiously and use own initiative.
- Be calm under pressure and manage stressful situations.
- Strong MS Office Skills.
- Strong understanding of Active Directory.
- Experience support Team and office 365.
- MFA experience
Employment Type: Full Time, Permanent
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