Sevice Desk Analyst

This is a remote position.

Our client, a global IT and Telecommunication service provider, is recruiting a Service Desk Analyst to join their business in Romania.

Scope of position

The IT Service Desk Analyst will provide first line technical support to users. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of user’s problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

Responsibilities: 

• Act as a single point of contact for phone calls, tickets, chat and emails from users regarding IT issues and queries 
  

• Record incident resolutions in the Help Desk tool based on user communication via phone, email, chat etc.
  

• Ensure that issues are resolved within ticket life cycle
  

• Coordination between users and resolver groups (if necessary)
  

• Incident handling and escalation management
  

• Work independently and within a team
  

• Communicate well with internal and external contacts 
  

• Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members 
  

• Adhere to client’s procedures, policies and guidelines
  

• All KPI related tasks must be followed & adhered to avoid business impact
  

• To ensure that breaks are pre-approved by SME, Team Leader or Manager
  

• Strong problem resolution skills
  

• Escalate unresolved calls/tickets/emails to the resolution support team 
  

• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner 
  

• To maintain a high degree of customer service for all support queries and adhere to all service management principles 
  

• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
  

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Requirements:

• Certifications (Optional) ITIL, MCSE, Software Development/Application support
  

• Level of expertise L1 – L2 On-site Or Remote Support
  

• Excellent communication skills and telephone manner
  

• Application/Infrastructure Support: Prior experience in Application/Infrastructure support/Software development, IT Service Desk
  

• IT Awareness: Understanding of SDLC, database technology, OS components would be useful
  

• Tools: Hand on experience on ITSM tools like Service Now, HPSM, BMC Remedy, Monitoring Tools, CA Service Desk
  

• ITIL: Knowledge of ITIL processes and procedures would be an added advantage
  

• SAP - Application Support - optional
  

• Excellent English language skills
  

• Should be a self-motivated achiever who gains satisfaction from providing excellent customer service
  

• Excellent in verbal & written communication
  

• Problem solving abilities, strong logical analytics
  

If you know of anyone within your network who may also be interested in this position, would you please forward this ‘Email & Role’ to them. 

Please note:

1. That we do all we can to respond to all applications but if we have not contacted you within 2 days following your application - its likely we have not shortlisted your cv for the position.
   

2. Manning Global cannot consider your application for this role if you are working for the customer we are recruiting for
   

3. If you are working for the client we are representing, but have confirmation you are leaving a permanent or contract position, please discuss this with us, so we can discuss representation with you.
   

4. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the originator of the message. Any views expressed in this message are those of the individual sender.
   

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