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Senior Service Desk Analyst
2 weeks ago
OVERVIEWUnder 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. DESCRIPTIONDeliver 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 the targeted 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 SKILLSEfficient 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 QUALIFICATIONMinimum 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 EXPERIENCEAwareness about ITIL (Information Technology Infrastructure Library) Practices.
Work experience in the Pharma industry is a plus.
