Information Technology Help Desk Analyst

Description of Role

Providing support to FOS through calls/emails, registering cases in ITSM and allocating technical tickets to SMEs, and tracking them to closure.

Skillset Required

• Inbound/Outbound Calling
• Good Communication
• Service Management
• Well-versed with Excel, application management, and ticketing tools.

Job Description

• Serve as the first point of contact for business users via the Helpdesk Call Centre and Support Email channels.
• Respond promptly to incoming support requests (calls and emails) from internal users regarding technical issues.
• Log and categorize newly reported tickets accurately within the ITSM system based on the nature of the issue.
• Perform initial troubleshooting for basic software, hardware, and network-related problems; escalate to relevant teams as required.
• Download and review aging reports regularly to ensure that all open and closed tickets are appropriately categorized.
• Analyse ticket details to determine appropriate priority levels and assign tickets to respective team members for resolution.
• If ticket information is incomplete, communicate with the requester to gather the required details and place the ticket on hold until a response is received.
• Upon receiving sufficient information, proceed with issue resolution and provide timely updates to the requester via the ITSM platform.
• Guide users with step-by-step instructions to assist in resolving common technical problems or to help them access systems.

Qualification

Graduate

Experience

2–6 years

Designation

Executive / SE

Type of Hire

Replacement + New