IT Service Desk analyst is the first point of contact for the end users, Users will be able to contact the Service Desk through Calls, E-mail, Web, and Chat/IM to log tickets. Successful candidate will require a service attitude and technical skills to undertake analysis, diagnosis and resolution of end users issues and requests at the first level.
Responsibilities
•First point of contact for incidents and service requests logged by the end users
•Receiving, logging and managing tickets received via Phone/Email/Chat/web-forms
•1st line support – Remote Troubleshooting and resolution of IT problems related to end user devices (computers and Mobile), Network, applications and computer peripherals
•Prioritize requests and incidents based on impact and urgency by selecting severity level
•Escalate and coordinate unresolved tickets with the relevant technical teams located globally
•Take ownership of user problems and follow up the status of problems 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
•Creating and updating support documentation and Knowledge base articles to assist other support staff and end users
