Service Desk Analyst Overseas

Key Accountabilities.
To provide technical support; answering support queries via phone, email & self service.
Supporting users via remote assistance, providing a high level of resolution at first contact.
To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process).
To take ownership of user Incidents and be proactive when dealing with user issues.
To log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected.
To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management).
Respond to requests from users and help them resolve hardware or software requirements.
Support users in the use of IT equipment by providing necessary guidance and advice.
To escalate more complex calls having captured all relevant information in the ticket.
To work with 3rd party technical support where incidents or requests require.
To highlight trends and major incidents to 1st line team leader immediately.
Measures.
Meet service level targets for creation, resolution and closure of service desk calls on a monthly basis.
Maintain an acceptable level of service to the customers and business.
Meeting SLAs as agreed within yearly objectives (calls logged/resolved, Answer rate/Abandon etc).
Consistent and reliable service delivered against all types of incidents & service requests.
To correctly categorise incidents and set applicable priorities by impact vs severity.
Consistent approach to all service desk calls.
Ability to escalate complex service issues.
To maintain and deliver IT knowledge and process documentation where required.
Personal specification.
Skills.
Excellent telephone & customer service manner.
Good understanding of IT hardware set-up and configuration.
Focused on quality.
Good customer service skills.
Self-motivated.
Excellent interpersonal skills.
Good organisational skills to ensure that company processes and procedures are put in place.
Education.
Advantageous.
ITIL Foundation (v3) or similar.
Industry IT standard certification (MCP or similar).
Desirable.
Minimum 1 year previous support experience within an IT support environment or similar role supporting customers.
Experience with using and troubleshooting Microsoft Office 2010 (2013) with emphasis on MS Outlook, MS Word, MS Excel and MS PowerPoint.
Experience with using and troubleshooting Windows 10/x & MacOS X.
An understanding of ITIL, ITILs framework and how this applies to the IT Function.
Experience in supporting Users in a Citrix Environment or remote desktop tools.
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