Job Description

Service Desk Analyst

GECO Asia Pte Ltd is looking for a motivated and experienced Service Desk Analyst to join our team! As a Service Desk Analyst, you will be responsible for acting as the first point of contact through handling calls to the Service Desk from customers in relation to Service Desk and IT related issues. We offer superb career opportunity and compensation package. Apply now!

Job Requirements and Qualifications:

• Mandatory Skill: ServiceNow
• Technical Skills:
  • Good knowledge of Microsoft based Applications.
  • Experience in Windows 10 Desktop O/S
  • Experience supporting VDI users
  • Hardware - Toshiba, HP, Ricoh
  • Software - In house/external
  • Voice / Telephony Support - Avaya
  • Mobile Device - iPhone / iPad
  • RSA/VPN/Citrix systems
  • Basic VC/AV Systems knowledge
  • Active Directory knowledge (Basic User Admin)
  • BMC Remedy ticketing system (Incident/problem)
  • Basic SCCM knowledge
• 2-3 years minimum in a demanding Service Desk environment
• Finance/Banking background is essential
• Experience in running problem management initiatives and demonstrating ITIL (ITIL certification would be an advantage)
• Preferably ability to speak in multi languages - English / Mandarin / Cantonese.
• Assertive, confident, proactive, customer service oriented.
• Excellent verbal and written communication skills
• Excellent telephony etiquette/manner
• Team Player and possess positive attitude
• Degree/Diploma in IT or equivalent
• Industry recognized IT Certifications i.e. Microsoft is desirable

Job Roles and Responsibilities:

Coordination of technical support:

• Meet the call handling time to ensure call logging queues are kept to a minimum.
• Participate in training prior to the system launch date to ensure new systems are supported effectively.
• Coordinate and update the Service Desk Knowledge Base to improve first level resolution.
• Ensure documentation is kept up to date.

Incident and problem management:

• Deliver the information required to resolve incidents and the fulfilment of service requests to ensure the successful resolution of incidents to the benefit of the customer.
• Log, correctly classify and keep current all problems via the Incident Management System, to ensure the integrity of call data and problem management analysis
• Liaise with the Service Desk Manager and Service Desk Team Leader regarding potential problems, to identify the root cause and reduce the number of incidents experienced by the customer.
• Triage to 2/3rd Line Support Teams when necessary.

Best practice and compliance:

• Enter allocation of assigned time accurately to ensure the time recording system accurately reflects project assignments.
• Process all calls via phone and e-mail in line with the current call logging procedures, call priorities and escalation procedures to promote best practice.
• Enter incident data according to required standards to ensure continuous improvement and resolution of incidents in a timely manner.
• Identify service improvement initiatives, to ensure process improvement.

Service delivery:

• Maintain a professional approach, to ensure a high level of call quality and service delivery
• Accountable for achieving individual KPIs specific to the Service Desk area, to ensure the defined internal KPIs are achieved by the Service Desk.
• Log, correctly classify and assign to relevant support group to ensure service level agreements are met and on-going quality service is delivered to the business
• Inform customers on their individual call status to ensure customers are appropriately informed of progress to schedule.

Others:

• Logging of IT service calls, fulfilling user requests and documenting incident and problem resolutions.
• Perform remote and configuration administration tasks. (Application Accounts, RSA, Voice Admin tasks)
• Creating new user account requests, remote software deployments, managing Remedy Queue and Service Desk Mailbox.
• Technical 1st Line role achieving a high first time fix ratio.
• Participate in adhoc projects as under the direction of the Service Desk Manager.