Service Desk Analyst

OVERVIEW:

Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst II will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step 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 functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.

DESCRIPTION:

• Deliver 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.
• 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.
• 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.
• 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 closing tickets promptly.
• 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 SKILLS:

• Knowledge of customer service principles and practices.
• Phone etiquette.
• Effective listening skills.
• Ability to speak and write clearly and accurately.
• Multi-tasking capabilities.
• Strong reasoning 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.

REQUIRED EXPERIENCE AND QUALIFICATION:

• Minimum Bachelor’s degree, or HSC, Diploma with equivalent relevant experience.
• 3+ years of experience with 2 years of Phone or Email or chat support experience in IT Service Desk or Helpdesk or Technical Support or US customer support experience
• Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.

DESIRED SKILLS AND EXPERIENCE:

• Work experience in the Pharma industry is a plus