IT Graduate- Desktop Analyst/ IT Service Desk

IT Service Management Role - 

Key Responsibilities:

• Assist in monitoring and managing IT service requests and incidents.
• Help maintain and update IT service management documentation and knowledge bases.
• Support the implementation and maintenance of ITIL (Information Technology Infrastructure Library) processes and procedures.
• Track and report on service performance metrics and key performance indicators (KPIs).
• Assist in coordinating IT service delivery and resolving service-related issues.
• Participate in service improvement initiatives and provide suggestions for enhancing service quality.
• Provide support for IT service desk operations and assist in handling user queries and issues.
• Work with various IT teams to ensure alignment with service management policies and practices.
• Learn and apply IT service management tools and technologies under the guidance of senior staff.

IT Service Desk Role- 

Key Responsibilities:

• User Support: Provide first-level support for hardware, software, and network issues via phone, email, and chat. Troubleshoot and resolve issues or escalate to higher-level support as needed.
• Incident Management: Record, track, and manage service requests and incidents using IT service management tools. Ensure timely resolution and follow-up.
• Troubleshooting: Assist users with common issues such as password resets, software installations, and connectivity problems. Perform basic troubleshooting for hardware and software issues.
• Documentation: Create and maintain accurate documentation of incidents, resolutions, and procedures to enhance the knowledge base and support team efficiency.
• Customer Service: Deliver exceptional customer service by maintaining a professional demeanor, listening actively, and providing clear and effective communication.
• Learning and Development: Continuously develop your technical skills and knowledge of IT systems, applications, and support processes. Participate in training and professional development opportunities.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Basic understanding of IT service management concepts and frameworks, such as ITIL.
• Familiarity with common IT tools and technologies.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Attention to detail and a proactive approach to learning and development.
• Ability to work effectively both independently and as part of a team.