Service Desk Analyst

Computer literate with undergraduate-level technical skills Fluent in English (oral and written) Knowledge of Oracle systems Practical experience/knowledge in a relevant field Strong organizational and communication skills Ability to work in shifts and 24x7 Ability to work according to procedures and policies Ability to report clearly and accurately Stress-resistant, self-motivated, flexible, hard worker, and accurate Numerical and verbal reasoning skills

First point of contact for customers Monitor and report issues on Oracle systems Perform first-line investigation and diagnosis Record incident data, categorize and prioritize issues Resolve incidents that do not require escalation Escalate unresolved incidents within agreed timeframes Perform documented technical tasks and change requests Communicate incident progress and upcoming changes to users