Service Desk Analyst

Key Roles and Responsibilities:

• Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes
• Uses MS product and process knowledge along with discretion to respond to tickets
• Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Build knowledge articles, or flag the need for such content, when relevant articles are not available
• Provide timely updates to clients, when requested, on any pending requests or tickets.
• Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client
• Produce breach and aging reports for tickets opened by the service desk
• Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement

Knowledge, Skills, and Attributes:

• Ability to work under guidance
• Ambitious self-starter
• Ability to use sound judgment to escalate an issue to a higher level
• Methodical in approach to ticket resolution
• Demonstrates ability to interact with a variety of stakeholders
• Demonstrates required integrity to ensure excellent client service and retention
• Demonstrates the attributes of professionals
• Excellent attention to detail and client focussed
• Strong and effective verbal and written communication skills
• Ability to work in 24X7 shift structure, based on a defined roster

Academic Qualifications and Certifications:

• General Qualification in Technology (Technical Diploma) or equivalent
• India specific – A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent

Required Experience:

• A moderate number of years work experience
• Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred