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Service Desk Analyst
2 months ago
Malom is seeking a highly motivated and skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities- Resolve IT-related incidents and service requests via phone, email, and portal
- Proactively monitor and manage calls to resolution within SLA
- Liaise with customers and 3rd parties as required
- Develop and maintain knowledge base content
- Assist with call assignment and queue management
- Excellent communication and customer service skills
- Ability to work well under pressure and independently
- Previous experience in a Wintel environment
- Analytical skills and logical thought process
- Clear and professional telephone manner
- Experience with MS Office Suite, Internet, email, fault diagnosis, AD, AAD, Citrix, and RDS
- MCITP Windows Server/Workstation Administration
- Microsoft Office Specialist (including MS Azure and O365)
- ITIL Service Management Foundation
- O365/Azure portals