Servicedesk / Helpdesk Analyst

Act as first level support for incidents and service requests received. Acts as the key contact for on-site and remote users for terminal and production problems and inquiries. Act as further escalation point for any urgent or long pending incidents and service requests assigned to other teams. Track the life cycle of users incidents and service requests and follow up with related teams since logging until got resolved/closed within SLA. Requirements University degree in Computer Engineering, Computer Sciences 1-3 years of experience in the same field. Experience in MS Active Directory, DNS, DHCP, TCP/IP, VPN, physical connection (cables, switches, access points, routers) and logical/ software. Experience in using ticketing system is a plus. Knowledge of ITIL, ITSM and other IT Service standards is a plus.