Service Desk Analyst

Description:

ibex. Is looking for a ServiceDesk Analyst who will be considered as the front liner and will be required to solve basic technical problems and provide support to resolve network, systems and software relating issues/requests.

Job Responsibilities:

The goal is to make sure that customer experience value is maintained to meet the organizational goals.

• Calls Handling:

Tackle issues and service requests reported via calls

Transfer and Patch calls

• Emails Handling:

Diagnose and resolve issues and requests, reported through emails

Carefully follow through the email threads and manage them in outlook shared mailbox

Respond with proficient technical writing skills

• Tickets Management:

Accurately maintaining the log and track of reported issues and requests via unique tickets

Assignment of tickets to correct teams

Ensure completing the cycle of tickets (open to end)

• Access and Network ID Management:

Managing/troubleshooting user accounts, user-permissions, ceasing user accounts and rights on corporate resources by applying group policies.

Troubleshooting Level-1 (preliminary diagnosis) of issues on Windows and Mac OS.

Dealing with minor Microsoft Outlook issues and providing support to users with email configuration settings on the exchange.

Providing/troubleshooting VPN services for remote users.

Providing onsite and remote help using VNC/Team Viewer utility.

• Incident Management

Acting as front line support for the users, carefully assessing the severity of the issues triaging and/or escalating them to relative support departments according to set policies and procedures.

Manage enterprise wide outages, working efficiently and driving the teams towards root cause analysis, management.

Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates & fixes.

Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols). Server and System issues.

• Reports

Hourly Performance Logs, Task Logs and Checklists (Smart sheet), Prelim Incident reports and Avaya PBX IDs database

• Key Performance Indicators

AHT (Average Handling Time), FCR (First Call Resolution), SLA (Service Level Agreement) Quality, Staff time, Attendance Performance Targets

Job Specifications:

• Bachelor’s Degree in Computer Science, Information Technology or related field
• Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred
• Excellent verbal and written communication skills
• Technical writing skills
• Problem-solving maven adept at quickly dissecting an issue into its component parts and identifying the root cause or opportunity
• Excellent prioritization skills - ability to multi-task and work well under pressure and adjust work accordingly, often against tight deadlines and without continued direct supervision
• ServiceDesk/CRM/ITSM tools experience preferred
• Ability to interact with senior management, external client organizations and vendors
• Strong organizational skills, attention to detail and flexibility to multi-task across tasks with varying deadlines
• Ability to comprehend Native North American, British or Neutral Language Accents
• High energy, self-starter with bias for action and sense of urgency to deliver results
• Basic knowledge of ITIL Framework
• Knowledge of fundamental operations of relevant software, hardware and other equipment
• Attentive to customer concerns and render services with positive attitude
• Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data
• Available to work in Flexible shift timings and cater to the needs of 24/7/365 support