Service Desk Analyst

• The Service Desk Analyst delivers maintenance for a primary incident solution, and it is reported to the centralized division of service desk. Usually, responsibilities include initial test, allocation of the task, research, and resolution of primary incidents and requests concerning the use of application software and hardware products along with infrastructure constituents.
  
• The Service Desk Analyst is accountable for gathering information through a client conversation, log on to support tools, and additional support staff (service resources) if needed. Issues outside the scope of their capability or responsibility are fixed by engaging in routine other service resources from other facilities, unit, organizational groups, or the businesses service desk.
  
• Service Desk Analysts fixes the cases informed by consumers or customers. The Service Desk Analysts typically 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.
  
• Service Desk Analysts also generate provision of requirements for users in the self-service intranet, update requirements, and look up the position of requests.
  

• Manage Support Requests
  
• Accelerate Complex Cases
  
• Manage Service Documentation
  
• Fine tuning, Installation, and configuration of current and new modules.
  
• Troubleshoot in case of any issue occurred.
  
• Open tickets with vendor if needed.
  
• Reports creation and customization.
  
• Integration with any NPCDR current or expected systems.
  

Requirements

Certification Requirements:

• Bachelor s degree in Computer Science or equivalent.
  
• ITIL Expert (Must)
  
• ISO 20000 Foundation (Preferred)
  
• ManageEngine Certified Solution Expert (Preferred)
  
• Microsoft Certified System Engineer - (Preferred)
  
• CCNA (Preferred)
  

Technical Skills:

• 3 +Experience in ManageEngine SD or similar technology: BMC, ServiceNow Microsoft, SolarWinds, ...
  
• Should be a practitioner in the area, focused on core IT Service Management / ITIL functions.
  
• Experience being involved in different types of solution implementations
  
• Good technical background with the ability to discuss architecture, hardware, and software.
  
• Good Experience with CMDB, Asset Management.
  
• IT networking skills and experience
  
• Excellent understanding of Windows, UNIX and Linux infrastructure including File System, Registry, Active Directory, user profiles, security.
  
• Understanding of virtualized technologies such VMWare and Hyper-V
  
• Acceptable experience with databases such as MYSQL, PostgreSQL, MSSQL