Service Desk Analyst

Service Desk AnalystGurgaon Haryana IndiaResponsible for delivering high-quality service that improves the overall colleague experience Provide support for IT-related incidents and requests ensuring agreed Service Levels are met colleague expectations are managed and key targets are achieved Contribute to the continual improvement of service delivery across all channels of colleague communication DISCOVER your opportunityWhat will your essential responsibilities includexc2xb7 Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement xc2xb7 Act as a point of contact for colleague issues through phone chat email and portal providing exceptional service in all colleague interactions xc2xb7 Supply first-line IT support for all AXAXL colleagues across a range of technologies including desktop applications printing scanning telephony mobile devices audio and video conferencing business applications etc xc2xb7 Perform assessment triage research and resolution of basic incidents and requests xc2xb7 Engage other Service Desk resources or appropriate second and third-level service resources to resolve incidents beyond scope of ability or responsibility xc2xb7 Make sure incidents and requests are accurately logged assigned tracked and responded to promptly in line with agreed SLAs provision of timely communications and maintenance of ownership until closure xc2xb7 Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague communicating progress promptly xc2xb7 Communicate with the Colleague Care team where necessary to make sure that escalated issues have proper attention and visibility xc2xb7 Create a positive colleague support experience and build robust colleague relationships through listening intently to understand the problem ensuring timely resolution or escalation communicating promptly on progress and handling colleagues with a consummately professional attitude xc2xb7 Identify service improvement opportunities for key service management stakeholders xc2xb7 Work with Incident and Problem management teams on individual proactive and reactive issues as necessary xc2xb7 Grow general knowledge of IT and business systems increasing ability to resolve issues on first contact xc2xb7 Mentor junior analysts and assist in the training of new analysts xc2xb7 Manage content in the Knowledge Management system You will report to the Team lead QualificationsSHARE your talentWere looking for someone who has these abilities and skills Required Skills and Abilities xc2xb7 Experience on the Service Desk xc2xb7 Experience in Italian Language is must xc2xb7 Outstanding customer service skills and a customer first mentality are a must xc2xb7 Advanced knowledge of IT principles and most supported systems and basic understanding of less commonly used systems xc2xb7 Subject matter ability in multiple areas of support xc2xb7 Robust technical knowledge and working experience with Microsoft products including email Client Server Network and Telephony technologies Mobile Computing Directory Services and overall understanding of infrastructure desktop and applications technologies xc2xb7 Excellent verbal and written communication skills and telephone manners xc2xb7 Ability to build Robust relationships with key stakeholders across the organization xc2xb7 Ability to think logically to analyze troubleshoot and resolve complex issues xc2xb7 Must be professional courteous and enjoy working with people critical thinking creativity and resilient judgment are expected xc2xb7 Robust interpersonal skills and the ability to work within a team xc2xb7 Ability to work in a fast-paced high-pressure work environment xc2xb7 Robust ability to multi-task and work on tasks and projects while being interrupted by colleagues requesting support ability to constantly re-prioritize tasks is a must xc2xb7 Bachelor s degree or relevant experience required xc2xb7 ITIL Foundations Certification a plus xc2xb7 Additional international language capability is a plus Desired Skills and Abilities xc2xb7 Supervisor is Regional Colleague Services Manager with operational oversight and instruction provided by Service Desk Team Lead xc2xb7 Ability to build effective working relationships across all areas of the business and IT xc2xb7 Cooperation and collaboration with peers to jointly improve the way service is delivered xc2xb7 Collaboration with Service Managers and Service Control to identify service improvement opportunities xc2xb7 Ongoing interaction with Colleague Care on escalations end-to-end ticket ownership and overall process improvement xc2xb7 Achievement of standard service levels both individually and as part of a team xc2xb7 Make sure personal interactions deliver outstanding colleague satisfaction as demonstrated through high colleague satisfaction survey results xc2xb7 Respond to colleague contacts and escalations within agreed timelines xc2xb7 Illustrate incremental increase in baseline SLA adherence and first-line resolution rate FIND your futureAXA XL the P C and specialty risk division of AXA is known for solving complex risks For mid-sized companies multinationals and even some inspirational individuals we dont just provide re insurance we reinvent it How By combining a comprehensive and efficient capital platform data-driven insights leading technology and the best talent in an agile and inclusive workspace empowered to deliver top client service across all our lines of business xe2x88x92 property casualty professional financial lines and specialty With an innovative and flexible approach to risk solutions we partner with those who move the world forward Learn more atInclusion DiversityAXA XL is committed to equal employment opportunity and will consider applicants regardless of gender sexual orientation age ethnicity and origins marital status religion disability or any other protected characteristic At AXA XL we know that an inclusive culture and a diverse workforce enable business growth and are critical to our success Thats why we have made a strategic commitment to attract develop advance and retain the most diverse workforce possible and create an inclusive culture where everyone can bring their full selves to work and can reach their highest potential Its about helping one another xe2x80x94 and our business xe2x80x94 to move forward and succeed Five Business Resource Groups focused on gender LGBTQ ethnicity and origins disability and inclusion with 20 Chapters around the globe Robust support for Flexible Working Arrangements Enhanced family friendly leave benefits Named to the Diversity Best Practices Index Signatory to the UK Women in Finance Charter Learn more at AXA XL is an Equal Opportunity Employer SustainabilityAt AXA XL Sustainability is integral to our business strategy In an ever-changing world AXA XL protects what matters most for our clients and communities We know that sustainability is at the root of a more resilient future Our 2023-26 Sustainability strategy called Roots of resilience focuses on protecting natural ecosystems addressing climate change and embedding sustainable practices across our operations Our Pillars Valuing nature How we impact nature affects how nature impacts us Resilient ecosystems - the foundation of a sustainable planet and society are essential to our future Were committed to protecting and restoring nature from mangrove forests to the bees in our backyard by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans Addressing climate change The effects of a changing climate are far reaching and significant Unpredictable weather increasing temperatures and rising sea levels cause both social inequalities and environmental disruption We re building a net zero strategy developing insurance products and services and mobilizing to advance thought leadership and investment in societal-led solutions Integrating ESG All companies have a role to play in building a more resilient future Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business Were training our colleagues engaging our external partners and evolving our sustainability governance and reporting AXA Hearts in Action We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them known as AXA XLs Hearts in Action programs These include our Matching Gifts program Volunteering Leave and our annual volunteering day the Global Day of Giving For more information please see axaxl com sustainability