Service Desk Analyst
3 weeks ago
Job description Stantec is a global leader in sustainable engineering architecture and environmental consulting The diverse perspectives of our partners and interested parties drive us to think beyond what s previously been done on critical issues like climate change digital transformation and future-proofing our cities and infrastructure We innovate at the intersection of community creativity and client relationships to advance communities everywhere so that together we can redefine what s possible The Stantec community unites approximately 32 000 employees working in over 450 locations across 6 continents Primary Purpose of Position The Service Desk Analysts are the first point of contact for staff seeking technical assistance for technology issues relating to company supported computer applications and platforms They serve as members of the ITSC Team by providing technical support over the phone remotely and occasionally in person and maintaining the smooth operation of Stantec Service Desk Analysts are under the management of the Team Lead Service Desk Primary responsibility is prompt courteous customer support and service - respond professionally to requests for technical assistance via phone remotely or in person where applicable Be present and visible in the Service Desk and available to customers requiring technical assistance Follow-up on customer interactions assessing whether this should be by phone in person or email depending on the nature of follow-up required Attention should be given to achieving First Call Resolution FCR as much as possible Key Accountabilities Be willing to find answers to all questions addressed to them Be ready to research questions using a variety of resources and work with other IT and affiliated staff in answering customer questions Obtain and evaluate all relevant information to handle inquiries Diagnose and resolve technical hardware and software issues to the best of their ability and redirect issues to other Tiers or Resources as appropriate Advise customers on appropriate action Identify and appropriately escalate situations requiring urgent attention Document resolutions attaching relevant information to tickets record details of inquiries actions taken communicate and coordinate with internal departments and customers Stay current with system information changes and updates Learn fundamental operations of commonly used software hardware and other equipment to provide excellent customer support Stay abreast of current news system information problems changes and updates relevant to our customer community Be willing to learn as he she progresses in his her position and as he she is faced with new questions and situations Familiarize themselves with the research and information resources and knowledge bases at hand to provide solutions to questions Learn the functions of other Tiers and Resources for the purpose of triaging inquiries ticket assignments appropriately Follow standard Service Desk operating procedures Accurately log all interactions using ticketing software Process forms according to procedure Manage customers accounts Participate in an on-call rotation if required Primary Location India Pune Organization Stantec IN Business Unit Employee Status Regular Job Level Nonmanager Travel No Schedule Full time Job Posting 09 06 2025 12 06 59 Req ID 1000959
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