Service Desk Analyst

Position Requirements

• MUST Have have Good English Communication and Conversation Skills (Verbal and Written)

• MUST have a Great Customer Handling Skills

• Good Probing Skills and demonstrated Empathy skills

• Customer Service Orientated

• Highly self-motivated and directed

• Capable of Multitasking in a high pace environment, effectively and efficiently

• Ability to learn new information quickly and the willingness to always do so

• Build rapport and elicit issue details from end users

• Ability to absorb and retain information quickly

• Able to make sound decisions and work with minimal supervision

• Excellent interpersonal skills to foster cooperation among users, support teams and peers

• Create Incident or Service Request tickets, logging all pertinent Information

• Utilize the Knowledgebase/SOPs to respond accurately and effectively to requests or issue

• Where SOP is not available/updated think out of the box coordinate with concerned L2 to get the KBs created/updated, search online

• Create and maintain documentation of procedures, tip sheets and other documentation as needed to provide efficient communication.

• Make decisions related to user queries in the absence of a supervisor

• Experienced in resolving end user incidents and requests within agreed Service Level for First Call Resolution

• Close the ticket with user confirmation when users are satisfied with the solution provided

• Document notes in each ticket or update worklogs correctly

• Proper Categorization of tickets.

• Ensures Incidents and Service Requests are properly escalated and assigned to the appropriate support groups

• Maintains ownership of Incidents or Service Request, ensuring status update and resolution according to SLAs

• Follow the escalation process

• Provide input to Service Desk Management regarding Continuous Improvement opportunities

• Follow the shift hand-over process

• Achieve the targets which are set based on the standard KPI/Customer Metrics

• Adheres to the organization's internal policies and procedures including shift schedule

• Can drive company value and its methodology

• Complies to regulatory requirements

Technical Knowledge & Skills

• Knowledge in Desktop and Application support troubleshooting

• Remote Desktop Support

• Networking concepts

• Windows Operating System

• Ms Office Products

• Security Authentication - Cisco DUO, Google Authenticator, RSA SecurIDs

• Others:
Adobe Acrobat and other common desktop applications

• ITSM Tool experience - Service Now

• VPN (Cisco Any Connect, Global Protect)