Service Desk Analyst

We are looking for an Assistant Engineer to be an essential member of a 24/7 Service Desk to ensure high availability of our customer's enterprise IT services and to restore normal IT service to affected users as quickly as possible.

Responsibilities:

• Monitor enterprise IT networks and server systems
• Act as a single point of contact to customers/users, resolver groups, third party service providers and other departments
• Respond to hotline calls and e-mails within agreed timescales
• Take ownership of incidents/service requests reported by users, track the incidents/service requests, to ensure closure within agreed timescales
• Maintain documentation and comprehensive records of issues and problems

Requirements

• Diploma in Information Technology, Computer Engineering or equivalent
• Strong teamwork and communication skills
• Excellent customer service skills
• ​Prior experience in Network Operations Centre (NOC) environment preferred but not required
• Able to work 12-hour Rotating Day and Night shift working including weekends and Public Holidays