Service Desk Analyst

Job Scope: • Provide 24 X 7 support on call handling, response to emails for multiple projects. • Working 12 hours night shift. • Provide Cloud infra and applications monitoring. • Perform Level 1 troubleshooting in incident. • Handle all categories of ITSM tickets using the ITSM system such as Service Request, change request and logging incident ticket to ITSM. • Handle incidents created from event generator. • Generate ad-hoc ITSM reports required by customers. • Escalation of incidents to the appropriate engineers. • Broadcasting of messages. • Handle calls from Amazon Connect. • Handle and reply promptly on emails sent by customer. • Willingness to learn and take up new challenges. (e.g. Support Server Patching activities with guidance with Cloud Engineer) Requirements: • Should possess at least a Diploma in Computer Science or Computer Engineering • Minimum 2 years of experience in Service Desk Support • Must be able to speak English fluently and write proper English • Certified in at least ITIL V3 and above (preferred) • Experience in o Working on AWS Platform o Perform escalation on incident o Familiar with ITSM tool and able to categorize ticket correctly o Customer like and able to handle calls in a professional manner