Service Desk Analyst

Job Scope:

• Provide 24 X 7 support on call handling, response to emails for multiple projects.

• Working 12 hours night shift.

• Provide Cloud infra and applications monitoring.

• Perform Level 1 troubleshooting in incident.

• Handle all categories of ITSM tickets using the ITSM system such as Service Request, change request and logging incident ticket to ITSM.

• Handle incidents created from event generator.

• Generate ad-hoc ITSM reports required by customers.

• Escalation of incidents to the appropriate engineers.

• Broadcasting of messages.

• Handle calls from Amazon Connect.

• Handle and reply promptly on emails sent by customer.

• Willingness to learn and take up new challenges. (e.g. Support Server Patching activities with guidance with Cloud Engineer)

Requirements:

• Should possess at least a Diploma in Computer Science or Computer Engineering

• Minimum 2 years of experience in Service Desk Support

• Must be able to speak English fluently and write proper English

• Certified in at least ITIL V3 and above (preferred)

• Experience in

o Working on AWS Platform

o Perform escalation on incident

o Familiar with ITSM tool and able to categorize ticket correctly

o Customer like and able to handle calls in a professional manner