Service desk analyst ii

2 weeks ago

Pune, India TransPerfect Full time

OVERVIEW Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst II will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step 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 functional 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. · 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. · 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. · 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 closing tickets promptly. · 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 · Knowledge of customer service principles and practices. · Phone etiquette. · Effective listening skills. · Ability to speak and write clearly and accurately. · Multi-tasking capabilities. · Strong reasoning 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. REQUIRED EXPERIENCE AND QUALIFICATION · Minimum Bachelor’s degree, or HSC, Diploma with equivalent relevant experience. · 3+ years of experience with 2 years of Phone or Email or chat support experience in IT Service Desk or Helpdesk or Technical Support or US customer support experience · Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite. DESIRED SKILLS AND EXPERIENCE · Work experience in the Pharma industry is a plus

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