Application Tech Support Practitioner

The Senior Service Desk Analyst ensures consistent end to end application of the ITSM Service Desk Function in the assigned projects. This involves usage of standardized methods and processes which the change manager shall also drive across all capabilities, including client resolver groups and other stake holders, and the account management teams.

Act as the point of contact of the client for IT related concerns

Incident resolution and request fulfillment

Accurate and complete logging of interactions

Proper utilization of all program resources (tools, knowledge, application, etc

Meet client SLAs and program OLAs to maintain own scorecard atters.

Assist in supervising a team and directly oversees the performance of the analysts/phone agent when not in phone support

Collaborate to identify areas for teams performance improvement, come up with an action plan/s, implement and monitor improvement plans.

Identify opportunities and share/collaborate with internal and external teams to optimize and develop processes & tools geared toward improving efficiency, resolution rate and customer satisfaction

Demonstrate an understanding of the customers’ business needs and maintain excellent customer satisfaction ratings.

Assist in mentoring and coaching team members.

Contributes to designing and developing a training program that is relevant and necessary for the continuous development of the support analyst.

Conducts training sessions, when necessary, and acts as subject matter expert on project processes. Ensures accomplishment of the teams training plans.

Support completion of required and planned training courses.

Assist in supervising implementation of internal controls and quality measures and monitoring them on an ongoing basis

Seeking opportunities to improve knowledge, skills and performance and is receptive to constructive feedback

Developing the skills of team members and assisting in identifying appropriate training needs of staff

Shall protect confidential information that is entrusted to them or to which they are otherwise exposed.