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Elite Service Delivery Specialist
2 weeks ago
The role of the Senior Service Desk Analyst is pivotal in ensuring exceptional service delivery within the Service Desk Operations. Under general supervision, this position plays a key role in training and quality improvement initiatives.
Key Responsibilities:
- Develop an in-depth understanding of supported products, service levels, tools, and standard practices to ensure seamless execution.
- Stay current with product information, review process changes, and client updates to maintain adherence to standard processes and procedures.
- Organize ideas, communicate effectively, and motivate team members in a dynamic environment to foster collaboration and innovation.
- Review tickets, surveys, retrain, respond to escalations, and perform feedback sessions to ensure high-quality service delivery.
- Identify and suggest long-term solutions to repetitive scenarios to improve efficiency and effectiveness.
- Discuss shift-specific observations with floor supervisors to minimize repetition and enhance productivity.
- Assist team members timely with their challenges to meet quality of delivery and user experience standards.
- Conduct bi-monthly refresher training and generate comprehensive reports about individual performance and training records.
- Act as a backup to Senior Analysts, Team Leads, Quality Leads, and complete assigned tasks to ensure continuity and support.
Required Skills and Qualifications:
- Basic knowledge of IT infrastructure and its component functionalities.
- Multi-tasking capabilities to handle multiple priorities and deadlines.
- Strong written communication and analytical skills to effectively convey complex information.
- Knowledge of customer service principles and practices to deliver exceptional service.
- Inspire and motivate teamwork for achieving goals and objectives.
- Be open to new ideas coming from team members to foster a culture of innovation.
- Ability to mentor and provide feedback to support professional growth and development.
- Ability to work with cross-departments to ensure seamless integration and collaboration.
- Solution-oriented approach to identify and implement effective solutions.
Desired Skills and Experience:
- ITIL V3 Foundation certification to demonstrate expertise in IT service management.
