Senior Specialist/Assistant Manager

Job Description

The Service Desk Analyst will be responsible for providing first-line technical support to end-users, ensuring timely resolution of IT issues. This role requires excellent problem-solving skills, strong analytical skills, a strong understanding of IT systems and processes, and a customer-focused approach, ability to communicate effectively with users at all levels. Power BI capability and ServiceNow experience being preferred skills. Key Responsibilities: Serve as the first point of contact for all IT-related inquiries and issues. Provide first-level technical support to end-users via ServiceNow ticketing system, phone, email, and teams chat. Log, manage, and prioritize service desk tickets to ensure timely resolution. Escalate complex issues to second-level support or relevant resolver group. Maintain accurate documentation and track support requests and resolutions using a ticketing system. Assist users with Power BI report and dashboard creation, modification, and troubleshooting. Conduct training sessions and create user guides to enhance user proficiency. Maintain and update IT support documentation and knowledge base. Collaborate with other IT team members to improve support processes. Stay updated with the latest IT trends and technologies. . Qualifications: Bachelors degree in Information Technology, Computer Science, or a related field. Proven experience in a service desk or technical support role. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Familiarity with Power BI and data visualization tools is preferred. Experience with ServiceNow or similar IT service management tools is preferred. Knowledge of SQL, DAX, and other data manipulation languages is a plus. Ability to work independently and as part of a team. Certification in ITIL or CompTIA A+ is a plus. Required Certifications: CompTIA A+: This certification covers essential IT skills and is ideal for entry-level IT support roles ITIL Foundation: This certification provides a basic understanding of IT Service Management (ITSM) and is widely recognized in the industry Shift Timings and Work Hours: Shift Timings: Rotational shifts including morning, evening, and night shifts. Work Hours: 8-hour shifts with a 1-hour break, totaling 9 hours per shift. Availability: Must be available to work weekends and holidays as needed. Benefits: Competitive salary and benefits package. Opportunities for professional growth and development. Collaborative and supportive work environment. Access to the latest tools and technologies.