Senior Service Desk Analyst

2 weeks ago

Pune, India TransPerfect Full time

OVERVIEW

Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Service Desk Analyst will assist Customers by performing the tasks requested through assigned escalated Service Request, Incident, and Changes. This role would be the on-floor assistance, the escalation point for Service Desk Analyst II and Service Desk Analyst in providing appropriate 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 informational 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.
  • Timely Identify, escalate, communicate and drive all Priority 1 Incidents till Closure.
  • Perform initial review of new tickets, advance analysis, research, exhaust, and document the test and troubleshooting steps accurately for further investigation based on the recorded information.
  • 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.
  • Review Open tickets queue, handover, tasks, and tickets are distributed evenly for its timely progress, and set practices followed by all the members without errors.
  • Recommend knowledge base articles on known scenarios to validate and make them available to the targeted audience.
  • 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 and guide the team on how to avoid making errors while processing the relevant request.
  • 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 with prompt ticket closure.
  • 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

  • Efficient with timeliness and prioritization.
  • Knowledge of customer service principles and practices.
  • Phone etiquette.
  • Effective listening skills.
  • Ability to speak and write clearly and accurately.
  • Multi-tasking capabilities.
  • Strong written communication 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.
  • Proactive in assisting team members.


REQUIRED EXPERIENCE AND QUALIFICATION

  • Minimum Bachelor’s degree, or HSC, Diploma with equivalent relevant experience.
  • 5+ years of experience with 3+ years of Phone and email support experience in IT Service Desk or Helpdesk or Technical Support with global customers.
  • Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.
  • Able to manage Severity Incidents and escalations independently.


DESIRED SKILLS AND EXPERIENCE

  • Awareness about ITIL (Information Technology Infrastructure Library) Practices.
  • Work experience in the Pharma industry is a plus.

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