It Support Analyst (Service Desk Analyst)

Technical Skills Matric plus Diploma in Information Technology or related field ITIL V3 or 4 Knowledge in support of Microsoft Office 365/ M365 suite Extensive knowledge of Service Management tools such as MS Service Manager OR Manage Engine . Requirements: Provision of a central point of contact for IT Service Requests and Incidents for the client. Receiving, logging, assignment, categorisation and prioritization of calls, and timely closure of calls by support teams reported at the Digital Experience Hub (Service Desk). Responsible for initial diagnoses of incidents as per defined Identify and escalate incidents and complaints requiring urgent attention or elevation to higher priority to respective support. Ensuring incident and problem resolution is agreed upon with the customer and is in line with ITIL practices and approved internal IT standard operating procedures and Provide information to users by phone, e-mail, websites, or in person for technological services rendered by. Monitor calls against the defined service level. Perform trend analysis to identify issues of a common nature and identify possible problems for further investigation by Technical IT Support Teams. Complete and facilitate the resolution of problems as underlying causes are identified. Produce, use, and maintain standards, knowledge base, procedures, guidelines, and documentation relating to User products. Implement, maintain, and support Service Management Systems and tools as a source of enablement to access information or details such as incident, problem, and request.