Service Desk Analyst

• MUST have a Great Customer Handling Skills
• Good Probing Skills and demonstrated Empathy skills
• Customer Service Orientated
• Highly self-motivated and directed
• Capable of Multitasking in a high pace environment, effectively and efficiently
• Ability to learn new information quickly and the willingness to always do so
• Build rapport and elicit issue details from end users
• Ability to absorb and retain information quickly
• Able to make sound decisions and work with minimal supervision
• Excellent interpersonal skills to foster cooperation among users, support teams and peers
• Create Incident or Service Request tickets, logging all pertinent Information
• Utilize the Knowledgebase/SOPs to respond accurately and effectively to requests or issue
• Where SOP is not available/updated think out of the box coordinate with concerned L2 to get the KBs created/updated, search online
• Create and maintain documentation of procedures, tip sheets and other documentation as needed to provide efficient communication.
• Make decisions related to user queries in the absence of a supervisor
• Experienced in resolving end user incidents and requests within agreed Service Level for First Call Resolution
• Close the ticket with user confirmation when users are satisfied with the solution provided
• Document notes in each ticket or update worklogs correctly
• Proper Categorization of tickets.
• Ensures Incidents and Service Requests are properly escalated and assigned to the appropriate support groups
• Maintains ownership of Incidents or Service Request, ensuring status update and resolution according to SLAs
• Follow the escalation process
• Provide input to Service Desk Management regarding Continuous Improvement opportunities
• Follow the shift hand-over process
• Achieve the targets which are set based on the standard KPI/Customer Metrics
• Adheres to the organization’s internal policies and procedures including shift schedule
• Can drive company value and its methodology
• Complies to regulatory requirements

Technical Knowledge & Skills

• Knowledge in Desktop and Application support troubleshooting
• Remote Desktop Support
• Networking concepts
• Windows Operating System
• Ms Office Products
• Security Authentication - Cisco DUO, Google Authenticator, RSA SecurIDs
• Others: Adobe Acrobat and other common desktop applications
• ITSM Tool experience – Service Now
• VPN (Cisco AnyConnect, Global Protect)