Jobs responsibilities:

Under the overall supervision of the Group Lead, Global Service Desk and reporting directly to the Helpdesk Officer, and in close coordination with other teams in the Information Management and Technology (IMT) Department, the incumbent is responsible for providing IT technical support to Client's end user community ensuring that all IT issues and service requests specific to Client's systems are fulfilled, addressed, and/or resolved within agreed resolution times. He/she will respond to queries, resolve incidents and problems, and perform root cause analysis on information technology and business functional issues. This post provides an important role in technical and interpersonal support to Client end-users and their associated equipment and applications.

The incumbent is expected to undertake the following duties and responsibilities: -

Provide optimized end-user IT technical support ensuring complex issues and service requests are addressed within agreed resolution times.
Identify operational gaps and contribute to establish processes and document SOPs to ensure operational excellence in IT Service Management.
The Service Desk Analyst is responsible for providing advanced technical support and excellent customer service to end-users within the organization. They will serve as a subject matter expert, leading and mentoring junior service desk staff and working to resolve complex technical issues.
Assist in delivering technical support and addressing end-user inquiries for the Business Management System (BMS) via phone/email/chat or walk-ins.
Ensure that tickets which cannot be resolved at this level are escalated to the next level in a timely manner, with all troubleshooting steps and information collected and documented.
Act as first point of contact via phone/email/chat or walk-in support for end users in organization and documents each contact including troubleshooting/action taken in appropriate system, while ensuring and promoting the image of IT as a service provider.
Set ticket impact, urgency and prioritizes tickets, set user perception and expectation accordingly in terms of turnaround and response time.
Ensure all tickets are followed up and actioned within stipulated timeframe to avoid backlog of tickets that has exceeded KPI, including tickets assigned to individuals and support queues managed by the team.
Provide technical support to user issues on products supported in a systematic and logical way.
Proactively seek new solutions and knowledge that increases the efficiency and effectiveness of the team, and channels any new knowledge or solution identified to create new Knowledge Base articles.
Contributes towards producing documentation and SOP documents.
Provide input and feedback to the relevant service owners and IMT teams regarding the performance and enhancement of the client's organization computing environment in accordance to the GSD Escalation procedure.
Highlight and follow-up on recurring issues to the Service Desk Leads so that Major Incident or Problem Management process are triggered Contribute to Service Desk Projects and Continuous Service Improvement (CSI) Programme.
Contribute to Continuous Improvement Initiatives on Quality Assurance and ITIL Processes Train, coach and evaluate new staff on their performances pertaining to ITIL, ITSM and Quality Assurance processes.
Engage with IT teams and conduct regular review or checkpoint meetings on the status of tickets assigned from GSD to IT operational teams with regard to, but not limited to aging, escalations, problems, and potential training needed to improve ticket resolution time.
Conduct monthly report review meetings with the team, with structured agenda, ensuring minutes and action items are captured, and actions are taken on them.
Act as a subject matter expert in delegated areas as it relates to Client's systems and processes.
Review, update or decommission Knowledge Base articles where gaps or issues are identified.
Provide input on specialized training needs for the team and participate in the development of training plan.
Perform other duties and responsibilities as assigned by supervisor.

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