ICT Junior Service Desk Analyst  

Summary of Role:

The Junior Service Desk Analyst provides professional, technical support for basic hardware, software and service based inquires. Serve as the initial point of contact for all Crawford technical computer related issues for internal and external customers.

Responsibilities:

• Provides basic troubleshooting techniques for all computer software and hardware issues.
• Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
• Resolves all basic technical support issues, tracks, and documents pertinent information in a timely manner according to Standard Operating Procedures.
• Utilizes available tool set to monitor, identify, and resolve basic problems.
• Escalates issues within Service Level Agreements, follows up, and updates customers on status inquires.
• Partners with ICT and business contacts and effectively communicates relevant ICT company related matters to ensure rapid resolution.
• Complies with all specified department, unit and Help Desk Best Practices processes, goals, and metrics.
• Follow agreed procedures, identifies, registers, and categorizes incidents.
• Maintains records and advises relevant persons of actions taken.
• Preforms remote installation of approved software.
• Responds to incidents/issues logged by phone, email, or portal.
• Ensures line management are immediately made aware of high priority or high impact issues.
• Manages, meets, and maintains service levels to ensure all incidents are dealt with in accordance with the SLA and internal KPIs.
• Completes daily system checklists for each region/country, notifying the relevant team if there are issues.
• Participates in special projects or performs duties in other areas as requested.

• College or technical school education.
• 2 years of 1st lines support/Service Desk experience.
• Experience working in a role with a multinational focus would be beneficial as would any experience working for an organization that is SOX or other regulatory body compliant.
• Preference for previous office and technical experience in a customer support environment.
• General understanding of the various lines of business within the entity, their function, and importance.
  • To ensure solutions align with business needs.
• Professional oral speaking phone voice.
• Communications, verbal and written that deliver an effective, clear, concise message.
• Demonstrable problem solving and analytical skills.
• Demonstrates solid interpersonal, customer service, and telephone etiquette skills.
• Working knowledge of Microsoft Office Suite, Windows, and Lotus Notes.
• Basic knowledge of computer fundamentals and related technical disciplines.
• Self motivated, self learning aptitude.
• Citrix or VMWare Application and Desktop Virtualization.
• Lotus Notes/Domino Support (Version 8 onwards. Any experience of Domino Administration would be beneficial).
• MS Office 2013 (any experience of Office 2007/2010 useful).
• Commitment to task in a fast paced environment.
• Mobile Device Management Installation and Support.
• PC hardware break-fix identification.
• Printer operation and network printing installation and support.
• Ability to apply basic analytical skills and present facts to ensure proper problem determination.
• Ability to listen attentively.
• Ability to adhere to standards and procedures for security and performance management