Service Desk Analyst

Main Accountabilities:

• Provide quality customer service and information management

  • All incidents and Service Requests are logged, monitored and tracked using the ITSM tool.

  • Respond to and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps using different channels like call, email, ITSM, and BOT.

  • Proactive maintenance of outstanding calls for all queues in Service Desk.

  • High standard of correctly classified data entered into the ITSM system for accurate reporting.

  • Incidents and service requests are escalated to internal support teams or external service providers as per the SOP.

  • Regular feedback is provided to users regarding Incident and service request status.

  • Customer complaints are fully addressed and escalated when required.

  • Established SLA’s are met.

  • Correct management of high severity incidents.

  • The customer complaint rate will be measured via the Customer Survey satisfaction percentage.

• Provide quality technical support

  • Application, software, hardware, and network incidents are rapidly diagnosed, resolved and escalated.

  • Ensure Service Requests for applications, software, hardware, and network systems and user administration are managed as per established processes.

  • Ensure all Service Requests contain the appropriate level of managerial approval.

  • The percentage of incidents resolved at first point of contact will be measured against a defined baseline.

  • Analyze, acknowledge & record each & every alert in the monitoring tools & handle the alerts as per their impact.

• Contribute to the continuous improvement of processes, knowledge base and vendor relationships

  • The expected level of attendance and quality contribution.

  • Training is completed, as defined.

  • Regularly updates the knowledge base accurately and maintains the currency of information.

  • Assists in maintaining the service catalog.

  • Presents improvement initiatives and examples of knowledge base updates at team meetings.

  • Liaise with external service providers to resolve incidents and complete service requests.

  • Log calls with external service providers in accordance with SLA’s.

Technical Knowledge/Skills:

• Working experience with ITSM tools.

• AD and Windows troubleshooting

• Remote Support with It Remote support tools.