House of Shipping provides business consultancy and advisory services for Shipping & Logistics companies. House of Shipping's commitment to their customers begins with developing an understanding of their business fundamentals.

Currently House of Shipping is recruiting for Service Desk Analyst.

Job Brief:

We are looking for a detail-oriented and proactive Service Desk Analyst to join our dynamic team. In this role, you will play a key part in managing access permissions, ticketing system, supporting dashboard design and maintenance, and ensuring smooth operations for team members. Your expertise will help streamline processes and enhance the overall efficiency of our business intelligence functions.

Responsibilities:

• Knowledge of basic computer hardware, including [CPU, Random Access Memory, Hard Drive…].
• Experience with desktop and server operating systems, including windows 11, Windows server
• Strong proficiency in MS Office
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure an incident has been adequately resolved.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase as needed
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.

Background and experience:

• 3+ years experience in Windows 11, Server , O365
• Dedicated team player and excellent problem-solving skills.
• Excellent communication and relationship building capabilities among various levels of stakeholders and cultures.
• Knowledge of M365 Security and Compliance related technologies including retention policies.