Service Desk Analyst Technician

Job Description

LocationSfax, Sfax, Tunisia PP AdeccoJob typeSpecialistDate2022-09-01CategoryIT and TelecommunicationsREF: 024/2022: Service Desk Analyst TechnicianAdecco is hiring for a client in the Oil and Gas industry:REF: 024/2022IT Service Desk Analyst Technicianplease send us your CV, diploma and work certificates and by e-mail: Fatma.Marzouki@adeccotunisie.comDepartment: IT OperationsLocation: SfaxDimensions: All Company LocationsPrincipal Responsibilities are to :? Act as front request receiver - Respond to service desk phone calls and monitor helpdesk mailbox.? Log all received requests/incident in the Help Desk Tracking Ticketing System.? Evaluate the criticality and treat all received request/incident in timely manner by assigning to the appropriate support member.? Provide general assistance to IT department personnel as directed by the line manager? Assist with requests for IT technical and user support.? Assistance with the day-to-day operation and administration of IT support.? Follow-up of the progress of Severity 1 and escalated incidents and service requests.? Adhering to ITIL processes, standard operating procedures, SLA , KPI as well as ensuring compliance with information security policies and standards? Deal with day-to-day issues and troubleshoot problems, which can require working out of standard business hours.Qualifications, Job knowledge, skill and experienceEducational Qualifications & experience? Minimum Licence degree (diplome de licence) in computer science? Minimum 3 years experience as Service desk analyst in a related field.? Good understanding of ITIL V3/V4 lifecycles and processes.? Basic understanding of computer technology in a business environment.? Effective computer skills; Microsoft Office Software, and other Company and discipline specific software applications.? Good verbal and written communication skills.? Good organisational and problem-solving skills.? Customer focused and reliable.? Good interpersonal and communication skills (both written and oral): Ability to explain devices and systems usability for non-technical users.? Proven Customer Management skills? Understands priorities of the business and able to maintain a professional level of service in high-pressure environment.? Mustering the IT ticketing process and systems.? Full understanding of the IT organisation including role and responsibility of each member, team.? Ability to evaluate criticality/urgency and assign priority while raising tickets and incidents.? Oil & Gas business understanding: ability to give the appropriate level of severity for assigned incident.? Ability to learn and understand quickly new technologies.? Enjoy working as a team member as well as independently.? Ability to work under pressure and to adjust the frame of thinking and quickly change priorities without getting flustered.Closing date for application : 11/09/2022

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