Service Desk Analyst
Afiniti
Karachi
1d ago

Who are we?

Afiniti is the world’s leading applied artificial intelligence and advanced analytics provider. Afiniti Enterprise Behavioral Pairing™ uses artificial intelligence to identify subtle and valuable patterns of human interaction in order to pair individuals on the basis of behavior, leading to more successful interactions and measurable increases in enterprise profitability.

Afiniti operates throughout the world, and has measurably driven billions of dollars in incremental value for our clients.

Purpose The Service Desk is responsible for providing 24 / 7 support to internal users. The SD Analyst will be considered as the first level support technician.

He / She will solve / attend problems and provide support / coordination for the resolution and escalation of all IT related issues.

Key Responsibilities First level support of internal customers for all IT related issues.

Detailed tracking of each customer's service needs in JIRA based ticketing system.

Performing remote troubleshooting through diagnostic techniques and pertinent questions.

Follow-up with customers to ensure that all issues / needs have been resolved / met.

Timely and accurate feedback of issues to customers and management.

Proactive monitoring and timely issue resolution of production systems.

Proper escalation of issues to management and vendors according to established guidelines and policies.

Answering Global Reception calls and data entry of call logs.

Service Desk staff may be required to stay in extra hours or come in additional shifts.

Service Desk staff are required to attend regular meetings and training activities for which they can asked to come in without any extra pay.

The ideal candidate will have 2 years of work experience in a similar domain

Working knowledge and experience of MS Office 2016 / 2019

Functional knowledge and experience of Windows 10, Macintosh, Linux environment

Excellent English communication skills (verbal and written)

Strong problem solving and research skills.

Ability to work in flexible work timings and extended hours as deemed required. Education & Qualifications Bachelor’s of Sciences in IT / E-commerce

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