Service Desk Analyst (Resume Deposit)

Add expected salary to your profile for insights.

First Point of Contact: Serve as the initial point of contact for users seeking technical assistance via phone, email, or chat.

Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions/Reopen Cases.

Troubleshooting: Perform remote troubleshooting through diagnostic techniques and pertinent questions.

Issue Resolution: Determine the best solution based on the issue and details provided by users.

Escalation: Direct unresolved issues to the next level of support personnel.

Documentation: Record events, problems, and their resolutions in logs.

Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.

Follow-Up: Follow up with users to ensure their issues are fully resolved.

Feedback: Pass on any feedback or suggestions by users to the appropriate internal team.

Improvement: Identify and suggest possible improvements on procedures.

Job Requirements:

1. More than 2 years experience in service desk/IT helpdesk/technical support in a global setting.
2. Good understanding of computer systems, mobile devices, and other tech products.
3. Proven experience and ability to diagnose and resolve technical issues efficiently.
4. Familiarity with various operating systems, software applications, and hardware.
5. Understanding of network configurations, protocols, and security.
6. Proficiency in using remote desktop applications and helpdesk software.
7. Clear and effective verbal and written communication skills to explain technical issues to non-technical users.
8. Analytical skills to identify the root cause of issues and find effective solutions.
9. Ability to prioritize tasks and manage time effectively to handle multiple requests.
10. Understanding and addressing user concerns with empathy and patience.
11. Ability to work collaboratively with other IT professionals and departments.
12. Willingness to stay updated with the latest technology trends and advancements.

Disclaimer: Your application will be processed further once we have active job openings.

How do your skills match this job?

Sign in and update your profile to get insights.

Consulting & Strategy More than 10,000 employees.