Service Desk Analyst

Position - Service Desk Analyst

Kerner Norland has partnered with a leading network service provider in Australia to set up an offshoring operation in Sri Lanka. They are offering a rare opportunity to be part of the initial team that drives this new venture, with competitive salaries, chances for overseas placements, and exposure visits to Australia. This presents a unique chance for career growth and development in the telecommunications industry.

Currently we are looking for a Service Desk Analyst who has strong customer service skills and uses an expert understanding of computer networking principles to troubleshoot issues.

Job Description

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on network products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest improvements on procedures

Job Requirement

• BSc/BA in IT (Information Technology), Computer Science, or relevant field
• Proven experience in similar capacity or other customer support role in technical background
• Tech savvy with working knowledge of networking products, databases, and remote control
• Good understanding of computer systems, network devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered

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