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Astreya

IT services that put people at the center of your business

Service Desk Analyst

AnalystAnalystFull TimeRemoteMid LevelTeam 1,001-5,000Since 2001H1B SponsorCompany SiteLinkedIn

Location

Singapore

Posted

87 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Service Desk Analyst

Astreya

What this Job Entails: The Service Desk Specialist I will support one of Astreya’s key clients. The role will be responsible to troubleshoot and fix desktop/ computer hardware and software issues while striving to deliver excellent customer service to the end-user. You need to be an eager learner and put the learning to practice in-line with company and client policies and procedures. Scope: - Applies company policies and procedures to resolve routine issues - Works on problems of limited scope - Receives detailed instructions Your Roles and Responsibilities: - Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees. - Help maintain equipment inventory, including processing RMAs and ordering new equipment. - Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user. - Helps to monitor, update and maintain tickets in a defined ticketing system. - Assists with responding to tickets, contact users and plan workload. - Update, track and escalate the ticket to appropriate levels/group for resolution as required. - Sign-off on closed tickets with the user to include follow up specifically to the end user. - Provide routine software and hardware troubleshooting support to employees to resolve common IT problems. - Help support access to corporate network/wireless and applications both on the network as well as over VPN. - Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position Required Qualifications/Skills: - Bachelor’s degree (B.S/B.A) from four-college or university and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience - Builds stable working relationships internally - Follows standard practice and procedures when analyzing situations or data - Ability to work independently with minimal supervision - Excellent coordination skills and a team player - Ability to identify issues and escalate as needed - Excellent written and oral communication skills - Strong interpersonal and customer service skills - Knowledgeable about hardware, software, and network troubleshooting - Understanding of software application use and installation - Ability to resolve technical issues under pressure Preferred Qualifications: - Physical Demand & Work Environment: - Must have the ability to perform office-related tasks which may include prolonged sitting or standing - Must have the ability to move from place to place within an office environment - Must be able to use a computer - Must have the ability to communicate effectively - Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

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