Service Desk Analyst II

2 weeks ago

Pune, India TransPerfect Full time

OVERVIEW

Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst II will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.


DESCRIPTION

· Deliver exceptional service and support to end-users using an online Service Desk ticketing system.

· Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services.

· Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it.

· Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions.

· Research required information using available resources.

· Follow standard processes and procedures.

· Identify and escalate priority issues to appropriate teams and resources, as applicable.

· Accurately process and record the communication on the Service Desk ticket.

· Where appropriate, offer alternative solutions to retain customers’ and clients’ business.

· Organize thoughts and communicate verbal messages appropriate to listeners and situations.

· Follow up timely and make callbacks as scheduled, where necessary.

· Stay current with system information, changes, and updates.

· Progress team members’ tickets during their absence or when progress is requested.

· Report, to Senior Service Desk Analyst, on any process changes requested from a ticket for validation and communication.

· Assist Service Desk Analysts in answering complex requests, bulk tasks needing additional team members, or closing tickets promptly.

· First Point of contact for Service Desk Analyst.

· Report errors observed in tickets, and process gaps, to Manager or on-floor supervisor.

· Complete all other tasks deemed appropriate for your role and assigned by your manager/or on-floor supervisor.


REQUIRED SKILLS

· Knowledge of customer service principles and practices.

· Phone etiquette.

· Effective listening skills.

· Ability to speak and write clearly and accurately.

· Multi-tasking capabilities.

· Strong reasoning and analytical skills.

· Knowledge of computer fundamentals, web applications, and troubleshooting skills.

· Willingness to co-operate with others and work for the greater good.

· Demonstrated proficiency in grammar and typing skills.


REQUIRED EXPERIENCE AND QUALIFICATION

· Minimum Bachelor’s degree, or HSC, Diploma with equivalent relevant experience.

· 3+ years of experience with 2 years of Phone or Email or chat support experience in IT Service Desk or Helpdesk or Technical Support or US customer support experience

· Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.


DESIRED SKILLS AND EXPERIENCE

· Work experience in the Pharma industry is a plus

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