Title: IT Service Desk Analyst
For quick response, please reach out at [email protected] or WA at +65 92333815.
- Provides Level 1 Phone support. Logs all incidents and service requests in Bank’s ticketing system
- Uses the appropriate Incident Types and Service categories for logging incidents and Service Requests.
- Ensures end-to-end user experience and provides a single point-of-contact for the users.
- Take ownership of user problems, follow up the status of problems on behalf of the user, and communicate progress in a timely manner.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Escalate unresolved calls to the responsible support team.
- Engages other Service Desk resources or appropriate support teams to resolve incidents that are beyond the scope of their ability or responsibility.
Requirement
- Minimum 5 years of experience in a IT Service Desk and/or Call Centre
- Minimum 2 years of experience of working for a financial institute
- Good knowledge of Ticketing system like HP Service Manager or similar tools will be an advantage
- Good knowledge of MS Office software applications, Macros and Visual Basic knowledge as well as an aptitude for technology
- Certification in ITIL v3 or v4 and have very good understanding of ITIL Framework and Service Desk process.
Thanks, and Best Regards
Karanam Vijaya Kiran
(EA Registration no: R1443178)
HP: +65 92333815
Recruitment Manager
Helius Technologies Pte Ltd (EA Licence No: 11C3373)
