Service Desk Analyst

Job Description

Job Description :
Company
Our client is a global manager of alternative investment products, for private and institutional clients across Asia, Europe and Middle East.
They are currently looking for a Service Desk Analyst to be based in Bahrain.
Duties & Responsibilities:
Operations:

• Ensure that all incidents are accurately recorded, assigned and managed using the Service Desk Tool (SDT)
• Ensure that requests from end users via either in-person or remote (telephone or email) are dealt with in a professional and courteous manner and resolved upon first contact where possible
• Support will include locally based users as well as remote users globally
• Ensure that video and audio conference setup and configuration are managed and prioritized as part of daily operations
• Support all LAN network functions and work with Infrastructure team to support changes related to all office connectivity requirements. Network switching and routing knowledge is a plus
• Support and troubleshooting of wireless access and connectivity
• Support and troubleshooting of iPhone, iPad, Android, and other tablet devices
• Comms Room Tasks – Port configuration and troubleshooting understanding of how firewall rules impact connectivity wiring comms room equipment understanding of how UPS and AC's works
• Managing and scheduling local vendors for comms room equipment maintenance and support
• Office power-downs and powerups for building maintenance
• Support all desktop related operations, including the installation of software packages and administration of OS
• Conduct in-person and remote support as needed to ensure technology across firm is operational
• Support Infrastructure team with upgrades and various deployments that are required to support the office
• Perform all telephony / voice administration and services to support office communications
• Administration and support of Microsoft technologies as it relates to Operating System, Intune MDM, SharePoint, and network services
• Perform all monitoring of technology services and escalate any issues identified.
• Assist Infrastructure team as needed to help remediate any problems within the environment
• Conduct end-to-end service ensuring that there is follow-up until resolution of incidents. Conduct IT-Walkthroughs to ensure that non-reported incidents are addressed
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Escalate issues to appropriate subject-matter experts in accordance with service level agreements, and follow up on incidents when appropriate
• Build relationships with subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded
• Be available on weekends and off-hours for occasional office and system maintenance

Administration:

• Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner
• Conduct inductions and in-house training for Microsoft Office applications such as Word, Excel, Outlook, and PowerPoint
• Provide statistics for weekly Service Desk reports including trend analysis
• Produce support documentation and short videos/animations to assist staff with requests for information and provide training if required. Document and manage knowledge base articles
• Create and manage user accounts, groups, and distribution lists, and perform password resets Comms room equipment
• User on-boarding and off-boarding

Additional Responsibilities:

• Priority is to deal with support tickets but also to work on assigned projects and tasks
• Perform duties that may be assigned from time to time including report preparation, presentations, training, and KPI reports
• Responsibilities sometimes require working evening and weekends with short notice
• Working on a rotational shift and reachable on corporate mobile for high priority incidents and requests with the ability to provide a timely response

Qualification & Requirements:

• High school diploma or equivalent (required)
• BA/BS degree (required)
• Computer software and hardware troubleshooting knowledge and experience
• Software and hardware courses and/or certifications a plus
• ServiceNow experience or certification
• Service Desk Institute Analyst certification
• Microsoft certification
• o Windows 7/10 and other MS technologies
• Practical VMWare (Vsphere and/or Horizon View) experience
• Comp TIA A+
• ITIL certification is a plus
• Previous Service Desk experience
• Cisco telephony, AV and video conferencing skills, Teams/Webex/Zoom
• MS, Cisco, VMware technical training and/or certifications are a plus

Job Details

Employment Types:

Full time

Industry:

Recruitment / Staffing / RPO

Function:

IT , Admin / Secretarial / Front Office , Retail Chains

Roles:

Software Engineer / Programmer , Front Desk

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