Service Desk Analyst

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Job Description

Job Description :
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:

  • 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

  • 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





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