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Service Desk Analyst
4 weeks ago
**POSITION: SERVICE DESK ANALYST**
- **Previous experience in IT and SQL scripting experience using foreign keys required.**_
**Main Responsibilities**
- 1st line IT and Technical support
- Answer all incoming calls from customers
- Logging and tracking of incidents and requests
- Assignment of tickets to the relevant department while making sure that the tickets are properly classified and prioritized
- Ability to provide first time resolution by using available tools
- Identification and escalation of re-occurring problems and incidents
- Follow up on priority calls
- Ensure that all incidents and service requests are registered on the call logging system
- Escalate customer issue as appropriate
- Create SQL scripts referencing other tables as foreign keys (Retrieving data from tables in the database)
- Installation of predefined software
- Troubleshooting of predefined software issues
- Troubleshooting issues on business specific systems (e.g. Obelix, Mobile app etc.)
**Skills/Experience Required**
- 1-2 years previous experience in IT and SQL scripting experience using foreign keys
- Any previous IT Service Desk experience
- Knowledge of Servicely, Cherwell, Service Now or Remedy Service Desk suite knowledge an advantage
- Excellent telephone etiquette
- Excellent general communication skills
- Basic ITIL or Service Management understanding
- General desktop support knowledge and strong technical abilities
- Knowledge of Service Desk activities an advantage
- Experience in the insurance industry will be an advantage
**Required Qualifications**
- A+
- N+
- ITIL V3/V4 Foundation would be an advantage
- Team player
- Strong communication skills
- Attention to detail and accuracy
- Initiative
- People skills
- High levels of professionalism
- Punctuality
- Quick learner
- Can work well under pressure
- Have own reliable vehicle
- Available to work standby
Application Question(s):
- Are you able to create SQL scripts referencing other tables as foreign keys (Retrieving data from tables in the database)?
**Experience**:
- IT and SQL scripting: 2 years (required)
- IT Service Desk: 2 years (preferred)
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