Senior Service Desk Analyst

Overview:

Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Service Desk Analyst will assist Customers by performing the tasks requested through assigned escalated Service Request, Incident, and Changes. This role would be the on-floor assistance, the escalation point for Service Desk Analyst II and Service Desk Analyst in providing appropriate 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 informational 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.

• Timely Identify, escalate, communicate and drive all Priority 1 Incidents till Closure.

• Perform initial review of new tickets, advance analysis, research, exhaust, and document the test and troubleshooting steps accurately for further investigation based on the recorded information.

• 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.

• Review Open tickets queue, handover, tasks, and tickets are distributed evenly for its timely progress, and set practices followed by all the members without errors.

• Recommend knowledge base articles on known scenarios to validate and make them available to the targeted audience.

• 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 and guide the team on how to avoid making errors while processing the relevant request.

• 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 with prompt ticket closure.

• 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:        

• Efficient with timeliness and prioritization.

• Knowledge of customer service principles and practices.

• Phone etiquette.

• Effective listening skills.

• Ability to speak and write clearly and accurately.

• Multi-tasking capabilities.

• Strong written communication 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.

• Proactive in assisting team members.

Required Experience and Qualifications:

• Minimum Bachelor’s degree, or HSC, Diploma with equivalent relevant experience.

• 5+ years of experience with 3+ years of Phone and email support experience in IT Service Desk or Helpdesk or Technical Support with global customers.

• Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.

• Able to manage Severity Incidents and escalations independently.

Desired Skills and Experience:

• Awareness about ITIL (Information Technology Infrastructure Library) Practices.

• Work experience in the Pharma industry is a plus.