Service Desk Analyst

At TLScontact, we work with governments from around the world to provide visa and consular services on their behalf to travellers and citizens. Our core expertise, built up in visa processing, enables us to apply our secure processing experience to a wide range of government and citizen services, both abroad and in-country. Harnessing new technology, we support governments in their digital transformation, helping to improve efficiency and enhance customer service. In May 2024 we achieved Great Place To Work® certification for the fourth consecutive time in 47 countries, representing 96% of our workforce.
We are looking for a full time Service Desk Analyst in Central Asia. Working days will be from Monday-Friday (40 hours per week). We are offering permanent employment with probation period.

Main Missions:

The Service Desk Analyst is the first point of contact for users seeking technical assistance.

This role focuses on efficient issue and request management, providing technical support and guidance, and ensuring accurate ticket classification.

The analyst contributes to maintaining the knowledge base and collaborates with other teams to resolve incidents and improve service delivery.

Key Responsibilities:

- Handling escalations from Tier 1, diagnosing deeper technical issues across systems, networks, and applications, and restoring service within agreed SLAs.
- Monitoring and maintaining servers, storage, virtualization platforms to ensure stability and performance.
- Investigating connectivity issues, VPN failures, routing problems, and firewall related incidents.
- Deploying updates, managing device configurations, and ensuring compliance with security standards.
- Creating and maintaining technical documentation, knowledge base articles, and standard operating procedures to support consistent service delivery.
- Responding to system alerts, analysing logs, and taking proactive action to prevent outages.
- Applying updates, coordinating patch cycles, and addressing security findings.
- Working closely with developers, network engineers, cybersecurity teams, and business units to resolve issues and deliver improvements.
- Supporting infrastructure upgrades, migrations, system rollouts, and technology refresh initiatives.
- Assisting end users with advanced problems that require deeper technical knowledge or system level access.
- Infrastructure Deployment (Including Server Rack Deployment: firewalls, servers, switches etc.)
- Aligning and setting up access rules, schedules, user permissions for access control system.
- CCTV configuration. Setting IP addresses, video quality profiles, motion detection zones, retention policies, and user access permissions.

- Issue and Request Management:

- Receive, log, and classify issues and requests from users.

- Perform initial troubleshooting and resolve technical faults when possible.

- Reassign unresolved issues to appropriate teams with clear, detailed information.

- Process user requests related to onboarding, account creation, hardware provisioning, and other IT services.

- User Support and Guidance:

- Provide step-by-step guidance to users to resolve common technical issues.

- Act as the primary point of contact for user concerns, ensuring clear and professional communication.

- Deliver proactive support to enhance user productivity and minimize disruptions.

- Knowledge Management:

- Create and update user guides, FAQs, and service documentation for IT applications and services.

- Share relevant knowledge with users and internal teams to improve self-service capabilities.

- Ticket Classification and Reporting:

- Accurately classify tickets based on priority, impact, and category to streamline resolution workflows.

- Maintain detailed ticket records and generate reports to track performance metrics.

Required Skills and Qualifications:

· Diploma or degree in computer science or equivalent professional trainings.

· 1+ years of professional experience with technology systems engineering.

· Experience in an IT support or customer service role.

· Excellent communication and team collaboration skills

· Strong problem-solving, critical thinking and analytical skills

· Exposure to international and multicultural work environment

· Fluency in English (B2 level equivalent)

Please kindly provide your CV in English only.