Service Desk Analyst

The International Free Zone Authority (IFZA)

Job Title: Service Desk Analyst

Nationality: Any Nationality

Vacancy: 1 Vacancy

Key Responsibilities:

1. Provide a welcoming environment on the IT Service Desk for all users.
2. Respond to inbound calls and electronic requests from end-users, ensuring timely and effective resolution.
3. Take ownership of issues and facilitate the resolution of reported incidents and technical issues.
4. Use an ITSM tool to create, update, and manage tickets with precision and attention to detail.
5. Identify and classify incident types and service interruptions, ensuring accurate logging in the IT ticketing system.
6. Handle customer issues and requests with professionalism and excellent communication.
7. Support problem identification and record incidents by symptom and resolution.
8. Escalate unresolved problems to a higher level of support when necessary.
9. Ensure IT Assets are correctly assigned to users and maintained within the system.
10. Perform other job-related duties as assigned by Management.

Requirements:

Education and Experience:

1. Tertiary education in Computer Science, Engineering, or relevant subjects OR equivalent industry experience.
2. Proven experience as a Service Desk Analyst or in a similar role.
3. Experience with IT Ticketing systems (JIRA experience is a plus).
4. Full English proficiency is required; additional spoken languages are a plus.
5. Advanced computer literacy, including MS Office proficiency.
6. Knowledge of relevant information technologies and systems, including CRM systems.
7. Excellent knowledge of technical management, information analysis, and computer hardware/software systems.
8. ITIL V3/V4 certification or a clear understanding of Incident, Request, Problem, and Change management.
9. Advanced analytical and problem-solving skills.
10. Strong customer service and telephone etiquette.
11. Ability to handle difficult customers while managing expectations effectively.
12. Excellent communication, interpersonal, and organizational skills.
13. Strong time management and prioritization skills when handling multiple cases.