Customer Services, help desk, service desk, IT Support, IT Help Desk
The IT Service Desk analyst will provide first line technical support to internal employees of customer.
The candidate will require an aptitude for working with applications/infrastructure components to undertake analysis, diagnosis and resolution of end user incidents, which may range from straightforward to more complicated technical issues.
Service desk analyst will have standard operating procedures to support majority of the incidents.
Act as a single point of contact for phone calls, emails, chat and tickets from end users regarding IT issues and queries
Receiving, logging and managing calls from end users via telephone, email and chat
Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customer’s requirements and expectations
Incidents and Service Requests are managed effectively; ensuring information is captured in the ITSM tool for future reference and analysis, in line with ITIL principles.
1st line support and troubleshooting of IT related problems from in-house software and hardware such as Mobiles, Desktops, Laptops and Printers
Logs and manage incidents/Service Request in ITSM tool
Escalates unresolved tickets to Level 2 resolver groups
Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles.