Service Desk Analyst

Job Title

Position Requirements

• MUST Have good English communication and conversation skills (verbal and written)
• MUST have 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