3 months Extendable Contract.Service Desk Analyst provides first level (TIER I) technical support to customers; internal and external. The Service Desk Analyst works with applications and systems to undertake analysis, diagnosis and resolution of end-users IT incidents and service requests.
Reporting: Service Desk Supervisor- Service Desk Analyst
Internal Communication: Service Desk Team NOC / Infrastructure TeamExternal Communication:All Customers that have SLA, Technology vendors (TIER III support)Key Accountabilities Respond to Service Desk calls and emails in line with SLA terms. Log and provide first-level online support for tickets using ITSM application. Escalate unresolved tickets to second-level support teams and monitor all open tickets. Close resolved tickets using ITSM application. Schedule preventive maintenance for the devices that are under vendor SLA
Manage services for new joiners and leavers in the Group, including account creation and deletion, setting up and removing various IT services (like domain accounts, mailboxes, Cisco IP phones, Air Watch MDM accounts, Oracle and CRM user accounts). Perform Active Directory objects management, including managing user groups, and regular cleanup activities. Handle email and archiving services, including troubleshooting, email archiving, managing email groups and permissions, and resolving Outlook issues. Provide first-level troubleshooting for laptop and desktop issues. Manage application services, including installing/uninstalling approved applications and troubleshooting software issues. Handle IP telephony services, including configuring Cisco IP phones and managing call access. Manage wireless guest access services in Aruba & Cisco environments. Administer Air Watch services, including device passcode resets and device wipes. Manage Oracle ERP services, like resetting login passwords and disabling user accounts. Handle PKI services, including certificate installation and troubleshooting email encryption issues. Manage shared folder services, including permission settings and file restoration. Monitor servers and network devices using ManageEngine OpManager and escalate issues to the NOC team. Manage IT asset stock for the group Perform remote CCTV backup for branches. Update trackers related to shared folder permissions and licensesIncident Management as per ITIL methodology 2 User & Security Group Active Directory administration 2 Support of Microsoft Windows 10 2 Support of Microsoft Office 2016 & Office 365 2 Support of Outlook 2016 & Outlook 365 2 Support for Microsoft PKI certificates 2 Setting up and troubleshooting iPhone devices 2 Administration of Airwatch MDM 2 User-experience in Axios Assyst ITSM 2 Manage & support of Cisco FireAMP for End-Points 2 Page 3 of 3 T-IMS-001- TCP/IP protocols 2 Configuration of Cisco IP Phones 2 ISO 20000, ISO 9001, ISO27001 AwarenessMinimum Qualifications Preferred Qualifications Diploma in IT, Computer Science, Engineering, or related discipline Certification in Microsoft Specialist: Windows 10 Certification in ITIL Foundation v3 A+, Network+ Minimum Experience Preferred Experience 2-3 years of professional experience as IT Service Desk agent 3-4 years of professional experience as IT Service Desk agent

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