IT Service Desk Analyst

Job Description: Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions. Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded. Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature. Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status Skills Required: Working experience as a Service Desk Analyst Experience on Microsoft Exchange / Outlook, Microsoft Windows To apply,simply click the "Apply" button or send your updated profile to [email protected] EA Licence No.:18S9405 / EA Reg. No.:R1330864 Percept Solutions is expanding and actively seeking talented individuals. We encourage applicants to follow Percept Solutions on LinkedIn at https://www.linkedin.com/company/percept-solutions/ to stay informed about new opportunities and events.