Senior Service Desk Analyst

Overview:

Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Service Desk Analyst will assist Customers by performing the tasks requested through assigned escalated Service Request, Incident, and Changes. This role would be the on-floor assistance, the escalation point for Service Desk Analyst II and Service Desk Analyst in providing appropriate solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and informational queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.

Description

• Deliver exceptional service and support to end-users using an online Service Desk ticketing system
• Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services
• Timely Identify, escalate, communicate and drive all Priority 1 Incidents till Closure
• Perform initial review of new tickets, advance analysis, research, exhaust, and document the test and troubleshooting steps accurately for further investigation based on the recorded information
• Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it
• Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions
• Review Open tickets queue, handover, tasks, and tickets are distributed evenly for its timely progress, and set practices followed by all the members without errors
• Recommend knowledge base articles on known scenarios to validate and make them available to the targeted audience
• Research required information using available resources
• Follow standard processes and procedures
• Identify and escalate priority issues to appropriate teams and resources, as applicable
• Accurately process and record the communication on the Service Desk ticket
• Where appropriate, offer alternative solutions to retain customers’ and clients’ business
• Organize thoughts and communicate verbal messages appropriate to listeners and situations
• Follow up timely and make callbacks as scheduled, where necessary
• Stay current with system information, changes, and updates and guide the team on how to avoid making errors while processing the relevant request
• Progress team members’ tickets during their absence or when progress is requested
• Report, to Senior Service Desk Analyst, on any process changes requested from a ticket for validation and communication
• Assist Service Desk Analysts in answering complex requests, bulk tasks needing additional team members, or with prompt ticket closure
• First Point of contact for Service Desk Analyst
• Report errors observed in tickets, and process gaps, to Manager or on-floor supervisor
• Complete all other tasks deemed appropriate for your role and assigned by your manager/or on-floor supervisor

Required Skills

• Efficient with timeliness and prioritization
• Knowledge of customer service principles and practices
• Phone etiquette
• Effective listening skills
• Ability to speak and write clearly and accurately
• Multi-tasking capabilities
• Strong written communication and analytical skills
• Knowledge of computer fundamentals, web applications, and troubleshooting skills
• Willingness to co-operate with others and work for the greater good
• Demonstrated proficiency in grammar and typing skills
• Proactive in assisting team members

Required Experience and Qualifications

• Minimum Bachelor’s degree, or HSC, Diploma with equivalent relevant experience
• 5+ years of experience with 3+ years of Phone and email support experience in IT Service Desk or Helpdesk or Technical Support with global customers
• Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite
• Able to manage Severity Incidents and escalations independently

Desired Skills and Experience

• Awareness about ITIL (Information Technology Infrastructure Library) Practices
• Work experience in the Pharma industry is a plus