Job Description

The Service Desk Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR

The Service Desk Analyst should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents.

R͏esponsibilities and Skills

• Key Responsibilities:

  • To provide 1st line technical support, answering support queries via phone, email, Chat and Web
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • To take ownership of user problems and be proactive when dealing with user issues.
  • Logging / verifying customer details
  • Identifying the issue and categorizing / prioritizing the incident
  • Creating a ticket in CRM tool like ServiceNow
  • Referring KB for workaround / resolution and attempting resolution
  • Strong interpersonal skills are a prerequisite.
  • Ability to work effectively in a dispersed team and individually.
  • Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)
  • Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)
  • Routing / Chasing tickets with other Resolver groups
  • Recording trend of calls and identifying outages proactively
  • Callbacks for customer not reachable cases & customer request
  • Identifying the trend of calls / tickets and highlighting it to L1.5/ Team Lead as applicable for outage confirmation
  • Creating child tickets and tagging them with problem tickets
  • Callback the user and confirm resolution (wherever applicable)
  • Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber/ Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW
  • Handling issues using Remote tools.
  • Makes recommendations for updates to the KB database.

   

  Required Skills and Experience:

   

  • IT Service Desk experience 1-5yrs
  • Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)
  • Understanding of Windows operating system
  • Assisting with configuring/troubleshooting of Software and Hardware
  • Experience working with ServiceNow to log, track, close tickets
  • Experience in resolving IT issues via phone/email/chat
  • Excellent telephone etiquettes and customer service
  • Excellent troubleshooting skills
  • Knowledge of Microsoft based operating systems with emphasis on Windows X
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
  • Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
  • Basic understanding of PC hardware set-up and configuration.
  • Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
  • Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
  • Willingness to work in 16x5 support environment – Voice Support
  • Excellent time management skills and ability to work under pressure
  • Continuous commitment to professional development
  • Language Requirements – English + Hungarian