Service Desk Analyst

1 month ago


india Link Group Full time
Overview The purpose of this role is to be the first point of contact and provide resolutions on a range of IT enquiries, meeting or exceeding customer expectations and providing accurate resolutions and responses. Customer facing first point of connection with Link Group IT and perform first level technical support to all Users and Clients. Key Accountabilities and Main Responsibilities Operational Management Ticket triage / categorisation / prioritisation / assignment.  Escalation of Major IT Incidents, AD user record currency, network Share access, account provisioning / termination  Provide high quality customer service on inbound and outbound calls  Provide efficient and effective query resolution by taking ownership for first call resolution Identify opportunities to provide information regarding other value-added services Participate in formal and informal team based training  Adhere to all legislative requirements required for the role  Ensure Service Level compliance for Incidents and Requests  Monitoring of the Service Desk queue, ensuring all tickets are dealt with in a timely and professional manner  Use agreed IT Operational Processes, and ensure they are consistently applied in order to maintain high quality and efficient IT services are delivered Maintain and improve on key Service Desk performance indicators  Participation in quality development  Active involvement in team and cultural change within the Service Desk team  Other responsibilities as directed by the Manager or Team Leader, Service  Experience & Personal Attributes Experience working on a Service Desk - providing IT support  Active Directory  Service Now  ITIL processes  Strong written and verbal communication  Strong customer service skills
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