Job Description / Requirements
Description
The Service Desk Analyst will be part of the AppSupport/Helpdesk team who:

– Will handle with Level 1 Support Task for the Wallem Group (Internationally)
(e.g. Application Account Creation, Password Reset, provide User Guidance and answers inquiries from system users)
– Will communicate and Assist/Support System users regarding System Issues/Concerns via mails, skype and/or phone calls.
– Will participate on Prioritization/Escalation Meetings to report/escalate Tasks/Case related issues and concerns.
– Will create/Update Knowledge Base to document Resolutions of the Issues, User an/or Installation Guides.
– Will follow IT Infrastracture Library Practices (Incident and Request, Problem, Knowledge, Change and Release Management)
– Will help to analyze, investigate and provide timely resolutions to the system Users.
– Will help to provide assistance to Vessels (Vessel PC Installation, Trouble Shooting and Provide IT Related Guidance)
– Will help to coordinate/escalate issues to Level 2 Support, Other Support Teams, and 3rd Party Vendor Support.
– Will help to Monitor/Manage Unassigned Tickets and assign them to appropriate Support Group.
– Willing to be on a Shifting Schedule
– Willing to be on 24×7 On-call Rotational Support (Weekdays, Weekends and Holidays)

1. Technical Skills
* Knows Basic Programming (HTML, VB, .Net, etc.)
* Knows Basic Database Concepts and Basic SQL Statements
* Knows Basic Networking, PC Hardware Setup, Software Installations and Troubleshooting.
* Previous helpdesk/support experience is a plus.

2. Communication Skills
* Able to communicate in English on both oral and written
* Able to communicate with difficult people

3. Personal and Professional
* Pleasing Personality
* Team Player and Proactive
* Knows how to handle pressure
* Knows how to organize assigned tasks
* Self-motivated, fast learner and trainable
* Listens to Instructions and Details.
* Understands and Adheres to Company Policies
* Knows and Practices Basic office etiquette.

How to Apply
Please do submit your updated CVs at wnde@wallem.com. Kindly input “Service Desk Applicant” as subject on email.