ICT SERVICE DESK ANALYST (TIER 1)

4-6 months (contract)

Job description: - fluency in spoken and written english. at least 1 year of experience in ict service desk operations or ict helpdesk. analytical mind. attention to detail. team player with the capacity to work in a multicultural environment. capacity to work independently under minimal supervision. capacity to comply with established guidelines and instructions from supervisor. capacity and willingness to acquire new skills and knowledge through self-learning and research. provides tier-1 support to users for all systems and services falling within the usd asia service catalog. when an incident cannot be resolved or a request fulfilled at the tier-11 level, escalate the ticket and follow up with the escalation team until incident resolution or request fulfillment. distributes tickets to usd hubs based on established procedures whenever acting as a dispatcher. completes the beginning of shift checklist and prepares the end of shift report whenever covering a shift alone (typically when assigned to work on saturday or sunday). drafts and sends broadcast emails in relation to major incidents whenever covering a shift alone (typically when assigned to work on saturday or sunday). contributes to the continuous improvement of usd processes and usd knowledge base. provides guidance to new/junior service desk agents. performs other duties as assigned....