Service Desk Analyst
hace 1 mes
Job Summary:
IPC Systems is seeking a skilled Service Desk Analyst to join our Global Services and Support team. As a Service Desk Analyst, you will be responsible for providing first-line technical support to our clients via various communication channels, including telephone, email, and web.
Key Responsibilities:
- Provide first-line diagnostics and Tier 1 troubleshooting technical support to IPC clients.
- Manage incident, change request, and service request tickets throughout the ticket lifecycle.
- Ensure timely fault resolution and escalate incidents to first-level escalation following the defined escalation process.
- Liaise closely with Tier 2 and other IPC engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.
- Produce reports on major outages, fault resolution, statistics, and other relevant data.
Requirements:
- Client service professional with proven Service Desk experience (minimum 2 years).
- Commitment to service excellence with the ability to work in a fast-paced, multi-tasking, team environment.
- Cisco qualification (CCNA or better), or other relevant industry standard certification.
- Demonstrable experience supporting and troubleshooting a managed extranet service (or similar).
- Varied exposure to Internet technologies and platforms.
Desirable Experience/Skills/Qualifications:
- Rotating schedule to allow the Global GSOC to operate 24 x 7.
- Individual hours to be agreed with GSOC Global Vice President subject to business coverage requirements.
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