IT Service Desk Analyst - TIM - Released date: 14 May 2025

Open position: IT Service Desk Analyst - TIM (Released Date: 14 May 2025)

Budget: Depends on background and experiences

Number of positions opening: 1

QUALIFICATIONS / EXPERIENCE

 Degree or Diploma from Information Technology or

equivalent discipline.

 At least 2 - 3 years previous experience in a similar

IT Service Desk role.

 Experience with SaaS ITSM Suite of tools such as

ServiceNow.

 Strong technical knowledge of hardware, software

applications, printers, iOS, smart phones, tablet and

network-related services.

 Proficient in troubleshooting and problem-solving

techniques.

 Excellent communication skills with the ability to

effectively interact with end-users and support

teams.

 Knowledge of ITIL best practices and incident

management processes.

 Strong analytical and reporting skills.

 Self-motivated, proactive, and able to work both

independently and collaboratively in a team

environment.

Good documentation skills and attention to detail.

KNOWLEDGE and TECHNICAL SKILLS

 Services Now

 Active Directory

 AVD / WVD support

 Microsoft SharePoint

 MS Intune

 Proficiency in spoken and written English

 iOS and Android OS

 Mac OS and JAMF Pro will be an advantage.

 Voice (IP phone), smart device/ corporate mobile

phone.

Please complete the requirement checklist with profile.

 Provide remote for workstation hardware,

applications, email, printers, smart devices,

corporate mobile phones, and network-related

services.

 Invoke problem escalation process to next

level of support.

 Learning and sharing knowledge in different forms, from contributing with articles in the

Knowledge Database up to delivering training

or facilitating forums.

 Communicate with Incident Management,

Change Management, Problem Management,

and respective support teams.

 Create, support, and deliver accurate ad-

hoc/standard dashboards/ reports to

communicate performance metrics in relation

to SLA in a timely manner. Provide analysis

and interpretation as required.

 Undertake any other ad-hoc IT tasks as

assigned.

 resolution of meeting room device issue.

 Create, support and troubleshoot Azure Virtual

Desktop access and issues in BAU support.

PURPOSE

 Contribute to projects with a wide-ranging

impact on the organization, offering IT support

and expertise to ensure project success.

 Collaborate closely with the Service Delivery

Manager and ServiceDesk Lead to analyze

incident trends, identify root causes of

negative trends, and implement effective

resolutions, fostering a proactive approach to

incident management.

EXTERNAL and INTERNAL CONTACTS

 End users.

 Service Delivery Manager.

 ServiceDesk Lead

 Event and Facility team members.

 IT and stakeholders of Business Units.

 IT teams of Group Shared Services.

 Risk management and Internal Audit of Group and

Business Units.

 External Auditors.

Vendors and/or Service Providers.