Job Title: Analyst (Service Desk)
Department: Infrastructure, Information Technology
You will be responsible for the day to day running of the IT Service Desk, ensuring that customer/client satisfaction achieved. You will act as an ambassador for IT by developing and maintaining excellent working relationships with users across the organization. Also expected to maintain a professional, approachable, helpful and friendly attitude at all times.
Provide technical assistance to all stakeholders globally and locally to all AKU entities via electronic and telephony communication.
Act as a single point of contact for the service delivery function of the IT Shared Services.
Ensure all requests via phone; voicemail; email and other methods, are recorded and handled in a professional, accurate and timely manner.
Use strong technical diagnostic and problem solving skills to maximizing first line resolution of Service Desk enquiries and providing support and advice as required.
Communicate with global and local users with providing effective support for various IT activities.
Escalate and work closely with higher tiers and external service providers to ensure any incidents or problems are dealt with as effectively and quickly as possible.
Monitor and troubleshoot computer systems and networks.
Provide support, including procedural documentation and relevant reports.
Manage on-going relationships with the end users being responsible for contacting callers in order to close calls with accurate detail and gather feedback from the user.
Bachelor's degree in Computing / Engineering Sciences / Information Technology.
Minimum one year of customer service and technical support experience.
Must have superior command on the English language with excellent verbal and written communication skills.
Basic knowledge of Operating Systems, Active Directory and Networks.
Able to develop good working relationships with customers, executive professionals and all stakeholders belonging to the AKU community.
Must pay attention to details, precise delivery of data and maintain strict confidentiality of information.
Excellent team-player and competent to work independently.
Well-groomed and presentable. Polite, courteous and have an excellent phone manner.
Flexible to work in shifts.
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