The Senior Service Desk Analyst providing advanced technical support to end-users within CAANZ. This includes troubleshooting a wide range of IT issues, from hardware and software problems to network-related issues. Additionally, you manage and resolve escalated incidents efficiently to minimize disruptions to business operations. They should identify root causes of recurring issues and be involved in implementing long-term solutions. Documentation of IT systems and procedures as a Knowledge Base article, and provide training and mentoring to junior team members to enhance their skills. Ensuring high levels of customer satisfaction through clear communication and effective support.
Potential Role Title : Senior Service Desk Analyst
SFIA Essential Skills:
Customer Service Support - (CSMG) level 5
Incident Management - (USUP) level 4
Asset Management -(ASMG) level 3-4
Problem Management - (PBMG) level 3
Knowledge Management - (KNOW) level 4
Systems Installation and Removal - (HSIN) Level 4
Application Support - ASUP Level 3
Skills
ITSM - Experience using an ITSM tooling such as ServiceNow and have good knowledge of the ITIL framework..
First-line Support : Acting as the initial point of contact for users seeking technical assistance. This involves responding to queries via phone, email, or via Teams and assessing the nature of the issue. Assessing and categorizing incoming technical issues or service requests. They determine the priority level of each issue based on its impact on business operations and urgency.
Troubleshooting : Providing step-by-step guidance to users experiencing technical problems with hardware, software, or network systems. This may involve diagnosing and resolving issues remotely or escalating more complex problems to senior analysts or specialized teams.
Documentation : Maintaining accurate records of reported issues, resolutions, and troubleshooting procedures. This documentation helps in building a knowledge base for future reference and training purposes.
User Training and Guidance : Assisting users in understanding and using various IT systems, software applications, and tools effectively. They may provide basic training sessions or create user guides to facilitate self-help.
Software Installation and Configuration : Good knowledge of Active Directory, desktop/laptop hardware, ITIL best practices, and Office 365. installation, configuration, and updating of software applications on users devices. This ensures that users have access to the necessary tools and resources to perform their job functions efficiently. Some MAC OS knowledge is advantageous.
Hardware Support : Providing support for hardware issues such as laptop, Mobile phones, AV and printer malfunctions, connectivity problems, or hardware failures. They may troubleshoot hardware-related issues or coordinate with vendors for repairs or replacements.
Incident Management : Following established incident management procedures to ensure timely resolution of technical issues and minimize disruption to business operations. This involves accurately documenting incidents, tracking their progress, and communicating updates to stakeholders.
Customer Service : Delivering excellent customer service by addressing users concerns promptly, professionally, and courteously. They strive to ensure a positive user experience while resolving technical issues efficiently.
Continuous Improvement : Actively participating in team meetings, training sessions, and knowledge-sharing activities to enhance technical skills and stay updated on emerging technologies and best practices in IT support. They may also suggest improvements to existing processes or tools to streamline support operations.
Leadership: Experience handling escalated issues from junior service desk analysts or Service Desk lead. Able to step into Team Lead role if required.
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