>IT Service Desk Analyst – Reference: SDA

IT Service Desk Analyst – Reference: SDA

Website Protera Technologies

Protera Technologies (www.protera.com) is an SAP Certified, Global Total IT Outsourcing Provider for SAP-centric organizations founded in the mid-1990s. Our mission is to maximize our clients’ return on their SAP software investment, by delivering the highest quality and most cost-effective on cloud, demand hosting, applications management, and professional services solutions. Protera designs and deploys scalable architectures built using world-class infrastructure.  Our services focus on total customer satisfaction with dedicated points of contact and experts that know our customers environments in depth.

 

Skills and qualifications

Must Have

  • Excellent communication skills verbal & written in English.  To be able to communicate with IT teams and departments, end users and internal customers
  • Possess keen attention to detail
  • Customer-centric
  • Experience in Service Desk role desirable
  • Decisiveness
  • Multitasking
  • Exceptional record keeping skills
  • Team player
  • Willing to commit and grow
Nice to Have

  • Microsoft Office knowledge (Word, PowerPoint, Excel, and Outlook)
  • Strong analytical skills
  • SAP familiarity desirable
  • University Degree or Technical/Vocational Certification in Computing, Electronics or related IT field
  • Good understanding of ITSM tools and ITIL best practices
  • Technical background in areas such as Networking or System Administration, Databases or Application technical support desirable

Duties

  • To restore normal service operation as quickly as possible and minimize the adverse impact on business operations (own incident Management)
  • Effectively manage the full lifecycle of incidents and service requests received from internal and external customers based on Classification & Prioritization through our ticketing system
  • Coordinate incident investigation and analysis: escalate to appropriate L1, L2 & L3 support teams in order to diagnose an incident and restore it
  • Coordinate incident closure: verify successful resolution of an incident with internal stakeholders and with Customer and report on it
  • Adhere to all policies and procedures of the Service Desk which operates 24/7 (shift work)
  • Reporting and presentation tasks on a weekly/monthly basis

We offer

  • A creative, dynamic global environment
  • Continuous training and opportunity for career development using cutting edge cloud technology

 

Kindly requested to send your CV in English only.
At n.ioannides@protera.com and p.pylalis@protera.com
along with reference code

To apply for this job email your details to careers@protera.com

By |2020-01-07T05:01:31+00:00January 7th, 2020|

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