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Service Desk Analyst

2 to 4 Years Experience

Shearwater Health Advisors Inc,

With business certificates | 1001-5000 employees
15F Mabuhay Tower IT Park Lahug, Cebu City, Cebu
Total vacancies for this job title : 1
Posted on : March 22, 2019
Job ID : 308885

Details

SHEARWATER HEALTH ADVISORS INC.
 
Is currently looking for:
 
SERVICE DESK ANALYST
 
Qualifications: 
  • At least 2-3 years experience as a Service Desk Analyst (Incident and Service Request)
  • Good communication skills
  • Experience in Incident Coordination is a plus
  • Preferably with  experience in Major Incident Management
  • With ITIL V3 Certified is a plus
Job Description: 
  • Timely response to filed and called in requests for service
  • Appropriate classification of category, priority
  • Investigate and diagnose the reported incident
  • Apply first level or remote desktop support on reported incidents
  • Assign to appropriate IT group for tickets beyond group scope of support but within the IT scope of responsibility and service
  • Update user or requestor within the agreed service engagement level and schedule, especially on inquiries about the ticket
  • Keep open tickets updated on case notes and developments
  • Monitor tickets and ensure that all tickets meet the defined priority matrix levels
  • Check/ follow up with appropriate IT groups on ticket updates and resolution schedules
  • Create draft and final Incident Reports for major occurrences such as Priority 1 reports within agreed metrics
  • Confirm with requestor or affected party on incident ticket completion prior to closing
  • Provide technical reports and supporting documents to Team Leader or Service Delivery Manager as required on a regular or ad hoc schedule
  • Organize and maintain documents pertinent to the Information Technology team
  • Develop and maintain a knowledgebase system as submitted by the IT team
  • Ensure that pertinent and kept documentation are kept up to date and abreast in current practices
  • Accomplish audit plans as per agreed intervals
  • Ensure that IT Service Management testing processes are adhered to
  • Escalate issues concerning services delivered by essential third party providers


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