Lead Service Desk Analyst

Talent Rooters; Karachi Division; On-site; PKR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a skilled IT professional to enhance their Service Desk operations. In this dynamic role, you will identify and implement improvements to incident logging systems, ensuring the effective use of knowledge management tools. Your expertise in network monitoring and security policies will be crucial in maintaining high standards of service and support. Join a team dedicated to improving customer experience and operational efficiency while adhering to IT best practices. This is a fantastic opportunity to grow your career in a supportive and innovative environment.

Qualifications

• Strong technical skills with ongoing upgrades to meet job conditions.
• Ability to troubleshoot applications and operating systems effectively.

Responsibilities

• Identify improvements to the Service Desk incident logging system.
• Ensure effective utilization of knowledge management tools.
• Monitor system performance and manage user administration.

Skills

ITIL Best Practices

Network Monitoring

Cisco Configuration

Technical Support

Project Management

Security Policies

SOP Documentation

Tools

Cisco Layer 2 and Layer 3 Switches

Knowledge Management Tools

Job description

Job Responsibilities

1. Identify and implement improvements to the Service Desk incident logging system to provide more effective and efficient service to customers.
2. Ensure the Service Desk fully utilizes appropriate knowledge management tools and practices.
3. Contribute to the success of the business and improve the overall customer experience within the team.
4. Meet goals and KPIs set by the line manager.
5. Identify gaps and review related policies, meeting best practices such as ITIL.
6. Manage user administration, including setup and maintenance of accounts.
7. Verify proper functioning of peripherals.
8. Arrange repairs promptly for hardware failures.
9. Monitor system performance.
10. Create file systems.
11. Provide end-user support.
12. Create backup and recovery policies.
13. Monitor network communication; configure and install Cisco Layer 2 and Layer 3 switches.
14. Implement policies for the use of computer systems and networks.
15. Setup security policies for users, with a strong grasp of computer security (e.g., firewalls, intrusion detection systems).
16. Properly document all SOPs and change management procedures.
17. Ensure network connectivity across LAN/WAN infrastructure meets technical standards.
18. Maintain network servers such as TFTP, syslog, and file servers.
19. Schedule and perform preventive maintenance on all IT equipment, including servers, routers, switches, multimedia devices, end-user systems, and laptops.

Job Specification

Skills: The candidate must possess technical skills to perform multiple tasks, with ongoing skill upgrades to meet changing job conditions. Key competencies include minimizing recurring issues, monitoring and troubleshooting applications and operating systems, adhering to safety practices, planning and managing projects, following and implementing IT best practices, and maintaining accurate records.