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Service Desk Analyst
Secunderabad, TS, IN
Transputec Ltd
Service Desk Analyst – Overseas
Secunderabad, TS, IN
6 months ago
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Summary
Key Accountabilities
To provide technical support; answering support queries via phone, email & self service
Supporting users via remote assistance, providing a high level of resolution at first contact
To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process)
To take ownership of user Incidents and be proactive when dealing with user issues
To log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected
To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management)
Respond to requests from users and help them resolve hardware or software requirements
Support users in the use of IT equipment by providing necessary guidance and advice
To escalate more complex calls having captured all relevant information in the ticket
To work with 3rd party technical support where incidents or requests require
To highlight trends and major incidents to 1st line team leader immediately
Measures
Meet service level targets for creation, resolution and closure of service desk calls on a monthly basis
Maintain an acceptable level of service to the customers and business
Meeting SLA’s as agreed within yearly objectives (calls logged/resolved, Answer rate/Abandon etc)
Consistent and reliable service delivered against all types of incidents & service requests
To correctly categorise incidents and set applicable priorities by impact vs severity
Consistent approach to all service desk calls
Ability to escalate complex service issues
To maintain and deliver IT knowledge and process documentation where required
Personal specification
Skills
Excellent telephone & customer service manner
Good understanding of IT hardware set-up and configuration
Focused on quality
Good customer service skills
Self-motivated
Excellent interpersonal skills
Good organisational skills to ensure that company processes and procedures are put in place
Education
Advantageous
ITIL Foundation (v3) or similar
Industry IT standard certification (MCP or similar)
Desirable
Minimum 1 year previous support experience within an IT support environment or similar role supporting customers
Experience with using and troubleshooting Microsoft Office 2010 (2013) with emphasis on MS Outlook, MS Word, MS Excel and MS PowerPoint
Experience with using and troubleshooting Windows 10/x & MacOS X
An understanding of ITIL, ITIL’s framework and how this applies to the IT Function
Experience in supporting Users in a Citrix Environment or remote desktop tools
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