Service Desk Analyst

Service Desk AnalystThe primary responsibilities of the Service Desk Analyst: Functional Responsibilities: Ensure full availability of Service Desk telephone, email, and other channels of support during their shift. Provide telephone and email support for clients and users. Proactively monitor support mailboxes and log in to the system. Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in to the service desk tool. Create, document, and review work instructions to help deal with similar incidents and requests. Take full ownership of all open Incidents and Service Requests and update them daily at a minimum.

Support Workplace Services in providing remote support to resolve users’ issues. Educate end-users on technology best practices, self-help resources, and preventive measures to enhance their knowledge and reduce recurring incidents. Maintain accurate and up-to-date documentation, including knowledge base articles and troubleshooting guides, to facilitate efficient issue resolution and knowledge sharing among the service desk team. Ensure that Service Desk operations directly contribute to strategic business objectives by minimizing downtime, enhancing user productivity, and supporting the continuous operation of critical IT services.

Align all activities with IT and service management goals, ensuring that every service desk interaction contributes to MEEZA's overall business success and customer satisfaction. Knowledge, Skills & ExperienceAcademic & Professional Qualifications: Bachelor’s degree in computer science, Information Systems, Engineering, or equivalent. Experience: 3-4 years of experience in delivering remote IT support via telephone and remote support tools within an IT Service Provider environment. Skills and Requirements: Strong problem-solving abilities to diagnose and resolve customer issues. Excellent written and verbal communication skills, with a keen focus on effective customer service.

Customer oriented mindset, meticulous attention to detail, along with empathy and patience, to consistently deliver high-quality support to clients. Hands-on experience with Microsoft Operating Systems and the Office suite. Mandatory expertise in Microsoft Active Directory, Exchange, Azure, and O365 administration. Knowledge of IT Service Management principles, ITIL V4 Foundation certification. Knowledge of fundamental IT security principles. Experience with ITSM tools, preferably HP/Microfocus Service Manager, is an asset. Proficiency in Microsoft Active Directory, Exchange, and O365. Preferred: Industry certifications such as MCITP, MCTS, Microsoft 365, Microsoft Azure Fundamentals, CCNA, and CCNP, supported by practical hands-on experience. Preferred:

Familiarity with various network systems, including CISCO IPT, VPN services, and basic first-level network troubleshooting skills. Preferred: Experience or knowledge of SCCM, Intune, BitLocker, and endpoint security is highly recommended.