Service Desk Analyst

Service Desk Analyst

Digital Services Cambridge Limited ROHQ
Metro Manila / NCR
2 - 4 Years
Not Specified

Job Description

Job Purpose:

To log, monitor and resolve a diverse range of technical incidents/requests from end-users across the organisation in order to provide a prompt first/second line support service to end users to resolve incidents at 70% first time fix target.
Principal Accountabilities:

  • Accurately log all calls from customers and assess their priority in a multiple environment, with over 400 be-spoke applications in order to enable the prompt and effective resolution of the incident/request
  • Account administration for new users, moves and changes. Basic Server Administration in order to maintain the security of systems used at Cambridge Assessment
  • Respond and fix where appropriate incidents such as basic PC problems, application support, changing passwords, freeing locked accounts, increasing network space etc. in order to provide a prompt first/second line support service to end users
  • Liaise with others parts of IMCSG and external third party suppliers in order to ensure effective customer service delivery
  • Email releases, Citrix, Cisco Call Manager and IPCC administration 
Knowledge and Experience: 

  • Educated to degree level or equivalent
  • Experience of working in a busy IT environment
  • Proven experience of providing 1st line technical support in a large windows XP/2003 environment
  • Excellent Service Desk and Customer Service skills
  • Good telephone manner and the ability to extract critical information to allow effective resolution of problems
  • Ability to communicate ideas to technical and non-technical audiences
  • Knowledge and awareness of ITIL processes
  • Excellent analytical and problem solving skills
  • Logical and efficient
  • The ability to multi-task and prioritise a heavy workload
  • Good knowledge of Microsoft desktop configuration, network infrastructure and active directory
  • Excellent communication skills both verbal and written
  • Ability to work well individually and as part of a team

Cambridge University Press is the publishing business of the University of Cambridge. Our mission is to “further through publication and printing the University’s objective of advancing learning, knowledge and research worldwide.

A pioneer in our field, we are committed to supporting innovation in learning and teaching. We publish without boundaries, ensuring our resources are accessible across the globe, in print, online and other digital formats. Our mission is achieved by producing academic books, textbooks, monographs, reference works, English Language Teaching materials, educational software, electronic publishing, Bibles and prayer books and over 300 academic journals.

As one of the world’s oldest publishers and business brands we could say that what sets us apart is our longevity and staying power, but that’s just part of the Cambridge story. What we offer is unrivalled richness, depth and innovation in our output, a determination to look to the future and to be at the forefront of digital publishing and a commitment to suit learning to the learner. Above all, we offer the opportunity for a fascinating career, working with some of the best people and best practice in the business.

Cambridge University Press, one of the most recognised and respected brands in the world. We are dedicated to changing lives all over the world by giving people the highest quality educational and research materials throughout their life-long learning journey, from pre-school to profession.

Help us achieve our mission, and you will have a career that is not only hugely satisfying but brings with it great benefits and a stimulating, supportive working environment.

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Industries : ITES/BPO, IT/Computers - Hardware & Networking, IT/Computers - Software

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