Service Desk Analyst

Job Responsibilities:

1. First Point of Contact: Serve as the initial point of contact for users seeking technical assistance via phone, email, or chat.
2. Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
3. Troubleshooting: Perform remote troubleshooting through diagnostic techniques and pertinent questions.
4. Issue Resolution: Determine the best solution based on the issue and details provided by users.
5. Escalation: Direct unresolved issues to the next level of support personnel.
6. Update worklogs and follow shift/ escalation process to escalate complex problems to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case may be.
7. Documentation: Record events, problems, and their resolutions in logs.
8. Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
9. Follow-Up: Follow up with users to ensure their issues are fully resolved.
10. Feedback: Pass on any feedback or suggestions by users to the appropriate internal team.
11. Improvement: Identify and suggest possible improvements on procedures.

Job Requirements:

1. BSc/BA in IT, Computer Science, or a relevant field is often preferred.
2. More than 2 years experience in service desk/IT helpdesk/technical support in a global setting.
3. Good understanding of computer systems, mobile devices, and other tech products.
4. Proven experience and ability to diagnose and resolve technical issues efficiently.
5. Familiarity with various operating systems, software applications, and hardware.
6. Understanding of network configurations, protocols, and security.
7. Proficiency in using remote desktop applications and help desk software.
8. Excellent communication skills, both verbal and written.
9. Ability to understand, speak, read and write in English is required.
10. Clear and effective verbal and written communication skills to explain technical issues to non-technical users.
11. Analytical skills to identify the root cause of issues and find effective solutions.
12. Ability to prioritize tasks and manage time effectively to handle multiple requests.
13. Understanding and addressing user concerns with empathy and patience.
14. Ability to work collaboratively with other IT professionals and departments.
15. Flexibility to adapt to changing technologies and user needs.
16. Willingness to stay updated with the latest technology trends and advancements.