Service Desk Analyst
3 weeks ago
We are seeking a detail-oriented and customer-focused Service Desk Analyst to join us. The ideal candidate will provide first-line technical support, troubleshoot issues, and ensure timely resolution of service requests. This role requires excellent communication skills, problem-solving abilities, and a commitment to delivering exceptional customer service.
Key Responsibilities:
• Serve as the first point of contact for customers requiring IT and technical assistance.
• Log, categorize, and prioritize service requests and incidents using the ticketing system.
• Escalate unresolved issues to higher-level support teams while ensuring timely follow-ups.
• Provide step-by-step guidance to customers and document resolutions for knowledge base improvement.
• Adhere to SLAs and KPIs, ensuring quality and efficiency in service delivery.
• Collaborate with internal teams to improve service desk processes and customer experience.
• Maintain confidentiality and data security company policies.
Qualifications & Skills:
• Bachelor's degree in computer science, IT, or a related field (preferred but not mandatory).
• Prior experience in a service desk or technical support role within a BPO environment.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced, high-pressure environment.
Preferred Qualifications:
• ITIL Foundation Certification or equivalent.
• Experience with CRM or ITSM tools such as Zoho Desk or any other ITSM tool.
• Familiarity with cloud-based applications.
Why Join Us?
• Opportunities for career growth and professional development.
• Collaborative and inclusive work culture.
• Exposure to global clients and cutting-edge technologies.
If you are passionate about technology, customer service, and problem-solving, we encourage you to apply and be a part of our dynamic team
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