Service Desk Analyst

Overview

Our people are

ambitious and humble , believing in what they do and convinced that our purpose is

shaping a world of trust . With

responsibility

and

openness , they daily serve our 400.000 clients in 140 countries, to bettering society. Across all our businesses and countries, each one of our people leaves their mark

in shaping society . We believe that

leaving a mark

is a true challenge and opportunity for every one of us. We believe that

leaving a mark

is a sign of trust and impact. We believe that

leaving a mark

is a bond with the future. We believe that

leaving a mark

is proof of growth and development. Being part of the BV family, is more than just working, it’s being convinced that you

will leave your mark... in shaping a world of Trust . Job Responsibilities

Acts as Level1 support for all related issues which include configuration, troubleshooting and assistance on functional queries. Working on ITSM ticketing tool for creation, prioritization and assignment of all incidents and requests to relevant team. Take ownership of an incident through its life cycle from open to closure. Ensuring that ITIL standard practices are followed to in handing of all user requests and issues. Escalation and follow-up to next level support whenever required and make sure that agreed SLAs are met for all escalated issues. Understanding of CSAT tools, follow-up with user for survey and ensure defined KPIs for CSAT are met. Understanding of SLA, prioritization, incident management and critical incident management process. Single point of contacts for end users for update, information, queries; manage communication with users for all critical incidents and change. Job Requirements

Possess a bachelor's degree / diploma in computer science / information technology or any related field At least 1- 4 years of experience in similar role Good communication and written English skills Understanding of CSAT tools Understanding SLAs In depth knowledge of shared mailboxes & distribution group management Hands on experience of O365 for doing tasks like Identity and account management In depth knowledge of shared mailboxes & distribution group management Highly self-motivated and directed, with keen attention to detail A strong team player with good communication skills Good problem-solving approach & skills Flexibility in working in a 24X5 shift environment Join an inclusive, flexible and diverse company where you can thrive while contributing to positively transforming the world we live in. #ShapingaWorldofTrust #leaveyourmark

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