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service desk analyst

  • Logging calls (1st and 2nd line)
  • Adhere to telephone etiquette
  • Maintain average calls and tickets logged per day
  • Ensure user details is confirmed and updated on active directory, Maconomy and CA
  • Ensure tickets logged are escalated to incident manager at least half an hour before expiry of SLA’s
  • Ensure a first time fix (FTF) ration of 60% of calls taken is maintained
  • Ensure adherence to ticket quality standards

service desk analyst (6 month contract)

  • Create, update and delete user accounts and set complex permissions on bespoke software solutions.
  • Redirect problems to correct resource 
  • Identify and escalate situations requiring urgent attention 
  • Track and route problems and requests and document resolutions 

service desk analyst

  • Quickly and efficiently resolved all logged incidents. 
  • Provided technical support for 30-60 users a day. 
  • Consistently being in the 90th percentile for benchmarks in the performance set forth by management for all Service Desk Analysts 
  • Established a quick connection with users improving the drop call ratio to +95%. 

service desk analyst

  • Prepare activity reports 
  • Stay current with system information, changes and updates 
  • Windows and applications deployment
  • printer installations (Uniflow)

service desk analyst

  • Providing first level IT support for Business Partners.
  • Routing the tickets to the relevant teams when issues cannot be fixed at the Level one support.
  • Troubleshoot system settings and MS Office programs in case of malfunctions.
  • VPN support (RSA console)