Service Desk Analyst L1

Work Location:

100% office

TCS Warrington Office, Darwin House, 414 The Quadrant, Birchwood, Risley, Warrington WA3 6FW

Duration of Assignment: 3 months

Role Description:

2+ Years experience as Service Desk analyst with professional contact handling skills over phone, email, chat.

Information Technology experience in IT End user support services at Customer location.

Key Responsibilities:

1. Provide First level contact and convey resolutions to store user or appropriate business user issues.
2. Properly escalate unresolved queries to the next level of support.
3. Track, route and redirect problems to correct resources.
4. Update user data and produce activity reports.
5. Walk customers through problem solving process.
6. Follow up with customers, provide feedback and see problems through to resolution.
7. Utilize excellent customer service skills and exceed customers' expectations.
8. Ensure proper recording, documentation and closure.
9. Recommend procedure modifications or improvements.
10. Preserve and grow your knowledge of help desk procedures, products and services.
11. Handle calls and emails effectively.
12. Follow up on escalated tickets.
13. Update tickets on a daily basis for every user or ticket.
14. Update documentation on need basis.
15. Work on TCS Quality metrics and customer quality criteria.
16. Coordinate monthly, quarterly, half yearly and annual store related activities like stock take etc., along with relevant IT support teams.

Key Skills/Knowledge/Experience:

1. Remedy
2. Remote desktop Management
3. Good Typing skills
4. ITIL Certified
5. Compassionate
6. Flexible
7. Team player
8. Supportive
9. Adaptable
10. Continuous learner
11. Attentive to details

Person Specification:

1. At least 2 years of Information Technology experience in IT End user support services at Customer location.
2. An ability to assess each Store user's/employee's IT knowledge levels.
3. Ability to deal with difficult callers.
4. Logical thinker.
5. Good analytical and problem-solving skills.
6. Ability to interact with multiple vendors to triage and coordinate issue resolution.
7. Up-to-date technical knowledge.
8. An in-depth understanding of the software and hardware which the store users are using.
9. Good interpersonal and customer care skills.
10. Good accurate record keeping.
11. Proven working experience in providing help desk support.
12. Proficiency in English.
13. Working knowledge of help desk software, databases and remote control.
14. Strong client-facing and communication skills.
15. Advanced troubleshooting and multi-tasking skills.
16. Degree in Information Technology, Computer Science or equivalent.
17. Good Communication Skill.
18. Flexible working in After hours.