Service Desk Analyst

1 month ago

Chennai, India TransPerfect Full time

OVERVIEW

Under general supervision, in a 24/7 online helpdesk, Customer Service Representatives will provide application support to end-users (customers) by performing the tasks requested by the client, analyze the issues while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, setting up the study work space, configuration update, verifying browser configurations, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. Representatives will perform related work as required.


DESCRIPTION

· Deliver service and support to end-users using and online helpdesk ticketing system

· Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services

· Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

· Diagnose and resolve issues related to application use case and software issues involving internet connectivity, email clients, browsers and more

· Research required information using available resources

· Follow standard processes and procedures

· Identify and escalate priority issues per Client specifications

· Escalate problems to appropriate resource

· Accurately process and record the transactions on the helpdesk ticket

· Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business

· Organize ideas and communicate oral messages appropriate to listeners and situations

· Follow up and make scheduled call backs to customers where necessary

·Stay current with system information, changes and updates

· Analyse the client tickets received and provide relevant solutions

· Complete all other tasks that are deemed appropriate for your role and assigned by your manager/supervisor


REQUIRED SKILLS

· Strong written communication and analytical skills

· Demonstrated proficiency in typing and grammar

· Knowledge about the web applications and browsers

· Proper phone etiquette

· Ability to speak and write clearly and accurately

· Knowledge of customer service principles and practices

·Effective listening skills

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

· Multi-tasking capabilities


REQUIRED EXPERIENCE AND QUALIFICATIONS

· Minimum Bachelor’s degree or its equivalent

·Strong MS Office/computer skills


DESIRED SKILLS AND EXPERIENCE

·Work experience in Pharma industry is a big plus

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