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 recruit@percept-solutions.com 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.