Workplace Engineering Track Associate

Service Desk Analyst L1 – Primary Skills  Graduate with Minimum 3+ years of experience in service Desk  Excellent communication and conversation skills in English with a Versant Score of 70  Good Knowledge of Incident, Change and Problem Management  Manage Service Desk activities, including: o Owning overall responsibility for Incident and Service Request process handling on the Service Desk o Liaise with the Service Manager o Help with the development and issuance of Service Desk Operational Reports o Liaise with the designated Change lead as requested  Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc  Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority  Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism  Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.  Attend voice calls  Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.  Use Remote Desktop to assist the end users as required.