Service Desk Analyst with English
4 days ago
Tower 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
Key Skills Required:
- 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 (nice to have)
Key Accountabilities:
- 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
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