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MIS Service Desk Analyst

1.00 to 10.00 Years   Islamabad, Pakistan   24 Mar, 2023
Cequens
1 Jobs Openings
Job LocationIslamabad, Pakistan
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

Provide technical support to users. Respond to incoming requests for IT support and resolve network, hardware and software issues with computers. perform technical maintenance and software installations and updates.Responsibilities:

  • Responding to IT support requests through Service Desk system
  • Ensuring correct use of applications, networks and equipment
  • Maintaining IT documentation including network and user details
  • offer the first point of contact with the client. During the incident resolving process, analysts work with other experts, vendors, and specialists to solve the incidents for the customers.
  • Receive, log and triage calls from the business and process them in a timely manner and provide proactive technical support to the clients.
  • To take ownership and management of the incident and service request life-cycle, including verification and closure
  • Provide 1st line support relative to Incident Management process; initial assessment of all Incidents & Service Requests; make first attempt at incident resolution Analyzing issues and determining correct software or hardware solution and/or refer to 2nd/3rd line support
  • Fixing hardware issues including replacing equipment and peripherals such as computers, terminals and routers and testing and updating existing software and supporting the mobile communication service
  • Monitor and escalate procedures relative to the appropriate SLA
  • keep internal users and external clients informed on request for status and progress and Documenting records of actions taken
  • report as necessary on performance against agreed service level targets, objectives, timescales or standards

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