Service Desk Analyst

at  U3 INFOTECH PTE LTD

Job Purpose
Provide L1/L2 technical troubleshooting & customer service across a wide range of technologies as
part of our Shared Service Desk. Support clients via various channels i.e phone, ticket portals, emails.
Drive to closure for incidents & Service Requests tickets raised.
Route issues to SMEs, vendors and act as point of contact to internal support teams and clients.

REQUIRED QUALIFICATIONS AND SKILLS:

• Diploma or Degree in IT with preferably at least 1-year service desk experience.
• Experience troubleshooting and supporting the following technologies in a professional
  environment - Email, Microsoft 365, VPN (preferably Cisco AnyConnect), Active Directory, Basic

Network / Internet Connectivity (basic command lines, check for IP)

• Knowledge of Windows and Mac Operating Systems
• Knowledge of troubleshooting Mobile Devices (iOS and/or Android)
• Experienced in using ITSM ticketing tools.

Please email your cv to Career@U3infotech.com
About the Company
U3 Infotech is a Technology Solutions, Managed Services, and Talent Management Solutions company with over 2 decades of experience in the APAC region since 2002. Our clients include Fortune 100, MNCs, Leading Regional Organizations, Government organizations, and Start-ups. We work with clients across Banking, Insurance, Bioscience, Pharmaceutical, Healthcare, Engineering, Product, and Supply Chain domains.
We have been growing rapidly through value creation, solving complex problems, and addressing the opportunities of our clients’ businesses. We differentiate ourselves through our deep commitment at all levels, entrepreneurial mindset, outcome-driven approach, and financial resource

• Respond to incidents or requests for help, via the phone, email and web
• Diagnose and resolve technical hardware and software issues via call or remote tools.
• Opens, tracks, and closes trouble tickets; ensuring documentation (in tickets and in the Knowledge Base articles)
• Ensure tickets managed within KPI measurements and standards.
• Identify and escalate incidents and problems requiring urgent attention
• Escalate incidents and problems to the appropriate group
• Provides scheduled and adhoc reporting from Helpdesk system to clients and management.
• Follow the Service Desk Standard Operating Procedure (SOP)
• Performs other related duties as assigned to ensure effective operation of department.