Experience: 2-5 yrs
Role Objective:
- The IT Service Desk Analyst is the ‘first line’ contact for all end user (customer) IT Requests and Incidents. This role is crucial in maintaining relationships and communication between IT and the business.
- Good Customer Service skills with technical knowledge are required when responding to phone calls and emails from the end user. He/she will respond to queries, resolve incidents and request, and escalate to other teams within IT when required.
Task:
- Answer the incoming calls on the IT Service Desk telephone queue and interact with customers professionally over the telephone.
- Monitor the IT Service Desk tool and process incidents and request in line with IT procedures and processes.
- Receiving, logging and managing queries/issues from end users via telephone and chats
- Incident logging, categorization, prioritization, assignment, coordination and communication until resolution for low priority incidents affecting a single user (P3 P4)
- Identify and raise alarm for high priority incidents (P1 P2) to IM team.
- Provide remote end-user support and advice via telephone, Chat and email.
- Need to manage Incidents and Service Requests effectively; ensuring information is captured in ITSM tool for future reference and analysis, in line with ITIL guidelines.
- Troubleshoot and diagnose all IT related issues from in-house applications and hardware such as Desktops, Laptops, Mobiles, etc.
- Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner.
- Follow the escalation process when required and Ensure processes are adhered too.
- Assign calls to the appropriate IT teams if the incident or request cannot be completed by the Service Desk.
- Complete IT Administration tasks as directed by the IT Service Desk Manager.
- Attend trainings and feedback sessions whenever required for better prospects and quality enhancement.
- Hands-on knowledge on AD, Exchange Management Console, Citrix, MS Office, Office 365, Remote desktop tool, ServiceNow and ITSM tools.
Aptitude:
- Encourage, maintain and develop a professional business relationship with customers by providing a prompt and efficient service.
- Exhibit excellent customer service at all time providing satisfaction to the end user.
- Provide accurate incident resolution and service request management within established SLA and timeframes.
- Communication and Soft-skills
- Excellent verbal and written English communication and soft skills to support Global users.
- Excellent customer service skills with skills to empathize with the user. Proficient at multi-tasking with excellent keyboard skills.
- Ability to establish effective working relationships with peers and other resolver teams.
- Demonstrate ability to be assertive when necessary.
- Remain focused and calm in stressful situations.
- Adopt a sensitive approach towards confidential information and maintain integrity.
- Proactive approach and positive attitude towards all challenges.
- Ability to relate to Senior IT staff and business managers, through clear understanding of the business strategy and IT services.
Education& Experience:
- Bachelor’s degree / Diploma holder in a computer related field preferred.
- Relevant tertiary and/or equivalent experience of IT Service Desk.
- Sound knowledge of ITIL Framework.
- Ability to work in 24/7 rotational shifts.