Job Opportunity – Service Desk Analyst, Singapore

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From: Kelly IT Resources <info@monster.com.sg>
Date: Fri, Nov 30, 2012 at 11:00 AM
Subject: Job Opportunity – Service Desk Analyst
To: 

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Dear Saminath, Hi, I came across your profile on job portal and had a job opportunity to discuss. If career change is on your mind, kindly share your profile and following details for further discussion. • Current salary • Expected salary • Availability • Status in Singapore Please see the detailed job description for your reference. Service Desk Analyst - Permanent Role Summary: Act as the key interface between Business users and suppliers and the IT department for logging, managing, and resolving Incidents and Requests across a wide range of enterprise technologies. Key Accountabilities: • Work as part of a team of Service Desks Analysts to log and update all IT Service Desk Incidents and Requests in the Service Now IT Service Management portal • Provide accurate answers that can be understood by Business users • Work with suppliers and internal IT departments to provide Business users with status updates as defined in the Service Level Agreement (SLA) • Ensure that response time and resolution time objectives are met as defined in the SLA • Provide appropriate technical support to resolve IT related Incidents and Service Requests including password resets and updating various IT system databases such as Microsoft Exchange email distribution lists and Mime cast email spam filtering • Document, maintain, use and share appropriate product and services knowledge and learn about new products and services as required • Have knowledge and understanding of the contents of the SLA and the Service Desks processes and procedures • Be aware of the IT organizations strategic aims, policies, processes and procedures so that the users receive consistent messages • Contribute to and follow up-to-date process and procedure documentation • Advise Business users about any developments or changes within the business that may have an impact on their IT experience • Ensure that Incidents and Service Requests have been dealt with to the Business users satisfaction • Have a clear understanding of the escalation and Major Incident processes • To actively work with appropriate teams in IT to pre-empt service issues and minimize the impact of service issues to Business users • To keep up-to-date with developments within the organization that may have an impact on the user experience Person Specification: (E- Essential D-Desired) Knowledge: • Essential: General knowledge of Desktop, Networking, Server, Voice & Communications Infrastructure. • Essential: Operating systems (e.g. Windows, Linux, Apple) • Desirable: Microsoft Exchange and Active Directory • Essential: Good knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) • Desirable: Common IT applications and common hardware knowledge (e.g. Mouse, Keyboard and CD-ROM use) • Desirable: Understanding of Wholesale Financial Services • Desirable: Relevant industry certifications may include Microsoft MCSA or individual Microsoft specialist training such as Excel, Word, PowerPoint, Outlook or ITSM products Experience: • Minimum of 1 years' experience in a best practice Service Desk • Experience in a Customer Services environment, preferably within Investment Banking organization • Good experience of using best practice IT Service Management tools to log and manage user calls and provide first time resolution where practical. Experience of ServiceNow.com would be an advantage. • Professional Qualifications: ITIL v2 or v3 foundation, Service Desk Institute SDA Anuradha Rama Setty | Consultant | Kelly Services - Kelly IT Resources |  anu_ramasetty@kellyit.com.sg   Tel: +65 6645 3945 Fax: +65 6337 1950 Mobile: +65 92328486 Trusted • Experienced • Connected www.kellyservices.com.sg Visit us on Kelly Services (S) Pte Ltd I Agency Reg No.: 01C4394 I Co. Reg No.: 200007268E ********************************** The information contained in this e-mail and any accompanying documents may contain information that is confidential or otherwise protected from disclosure. If you are not the intended recipient of this message, or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message, including any attachments. Any dissemination, distribution or other use of the contents of this message by anyone other than the intended recipient is strictly prohibited. **********************************