Service Desk Analyst

About the role

Ibex is looking for a Service Desk Analyst to act as the first point of contact for users, solving basic technical problems and handling requests for network, system and software issues so that customer experience remains high. The role covers call and email handling, ticket management, access control, level-1 troubleshooting and incident management.

Key responsibilities

• Handle calls, transfer and patch calls, and diagnose and resolve issues reported by email, following up email threads in a shared Outlook mailbox
• Maintain tickets, assign them to the right teams and ensure they are closed
• Manage user accounts, permissions and rights using group policies, and troubleshoot Level-1 issues on Windows and Mac OS
• Support email configuration on Exchange, provide and troubleshoot VPN services, and give onsite and remote help with VNC/TeamViewer
• Triage incidents by severity and escalate them, and manage enterprise-wide outages with teams working toward root cause analysis
• Deal with desktop support issues such as application problems and apply updates and fixes
• Use basic network knowledge (ping, nslookup, ipconfig, tracert, routers, switches, routing protocols) and server/system knowledge
• Produce hourly performance logs, task logs and checklists, preliminary incident reports and Avaya PBX IDs database
• Track KPIs such as AHT, FCR, SLA quality, staff time and attendance

Required profile

• Bachelor's degree in Computer Science, Information Technology or a related field
• At least 1 year of experience in incident, change and problem management
• Excellent verbal and written communication and technical writing skills
• Good prioritization, multitasking and problem-solving skills, able to work under pressure and without direct supervision
• Ability to work flexible shifts to cover 24/7/365 support
• No record of corrective action, fatal errors or compliance issues

Required skills

• Preferred: Service Desk, CRM and ITSM tools
• Preferred: basic knowledge of the ITIL framework
• Proficiency in MS Office and good reporting skills
• Ability to understand Native North American, British or neutral accents

What we offer

• Bi-annual bonus
• Internet device and medical insurance (including OPD for the whole family)
• Provident fund and group life insurance
• Annual and casual leaves