Senior Service Desk Analyst

4 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 needed 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 of ITIL (Information Technology Infrastructure Library) Practices.
Work experience in the Pharma industry is a plus

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