Service Desk Analyst

• Attend to support cases via phone, email or online web tools
• Collect information from users to understand and resolve problems remotely
• Analyze and categorize incidents to diagnose and resolve them to the best of their ability, and redirect support cases to the right support staff/resource when necessary
• Advise customers on the appropriate action
• Utilize available resources and aids in coming up with solutions for problems
• Accurately log relevant details of all interactions with customers
• Follow up pending actions from customers and other resources in the organization, and track each call to resolution
• Strictly follow support procedures while abiding with privacy guidelines in handling customer information
• Analyze trends and patterns in incidents, and provide feedback to support managers and the application team
• Help to maintain the Query and Diagnostics Knowledgebase
• Conduct customer training
• Perform other related duties as assigned

• Bachelors degree in IT or related field
• At least 1-year related experience in Level 2 Technical or Customer Support
• Ability to communicate in English, verbal or written, in a concise and clear manner
• Experience in handling international customers
• Excellent analytical and problem-solving skills
• Effective listening skills
• Ability to multi-task and work in a high-pressure environment
• Knowledge of MS applications
• Flexible, can adapt to changing shift schedules
• Amenable to work on weekends and holidays

Experience in ITIL Service Delivery a plus