JOB DESCRIPTION:
We are looking for Service Desk Analyst with 2 to 5 years of experience.
Required Skills:
on call support/customer support, ITSM tool, incidents management, ticketting and troubleshooting
Job Responsibilities
- Answers and responds to inbound calls \chat\email from end-users regarding issues
- Creates and documents all support calls from the user community into the service desk tracking software (ITSM tool)
- Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support
- Analyzes and resolves all application software or hardware incidents and requests from end-users
- Ensures to log and tracks incidents and requests from identification through resolution stages
- Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
- Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact
- Ensures accurate and necessary information is obtained by utilizing Remedy Templates when available
- Responsible for providing on-call support as needed
- Flexible for 24/7 support when required
- Establishes and develops relationships with other IT&S teams through frequent constructive communication
- Responsible for identifying shortcomings for implementing process improvements
- Complies with and supports IT&S standards, policies, and procedures
- Logs incidents and requests into appropriate product categorization
- Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users
- Handles customers’ issues or requests with a professional attitude
Requirements
- Strong technical knowledge of information technology systems and infrastructure
- Understanding of risk management, mitigation, and incident response frameworks
- Providing technical diagnosis and solutions to users, either over the phone or via email
- Collaborating with technical support teams to provide an efficient resolution to technical issues
- Ensuring that users receive appropriate feedback and support throughout the resolution process
- Ability to stay calm under pressure and make sound decisions in crisis situations