Service Desk Analyst

Provide first-level support to the customer in relation to IT requests and incidents including software and hardware-related issues not limited to desktops (support involves mobile com-puters and other mobile devices).

Assist users over the telephone, through e-mail, voice mail, chat, over the web interface, and other channels customers reach out to Service Desk seeking IT support.

Identify and solve software and hardware problems by giving step-by-step instructions.

Provide advanced support to customers PC using remote control tool.

Effectively communicate with other team members, 2nd and 3rd Level technical teams, and end-users to provide and process information in response to Incidents, Service Requests, queries, escalations, and reach SLAs.

Handle and document all incoming requests or incidents within the contractually agreed timeframes in the IT Service Management tool. Own the ticket throughout its life cycle and en-sure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escalate unsolved cases to the appropriate IT team: Network, Server, Application, or other Support teams, and ensure cases timely resolution.

Log all contacts in the helpdesk tracking database or tool simultaneously while handling the call

Instruct users on usage of application systems.

Recommend procedure modifications and improvements Knowledge Management

Learn and implement new technologies, tools, processes, and policies.

Document new technical solutions in the knowledge base, suggest improvements to the exist-ing ones and facilitate knowledge transfer when needed.

Document and share best practices and lessons learned with other colleagues.

Attend all training sessions as per the training planQuality Management, Policies, and Procedures

Understand quality requirements and aspects of the account and work according to those regu-lations reaching outlined Key Performance Indicators.

Ensure a high level of customer satisfaction.

Learn and adhere to and customers

Policies And Procedures.Other Tasks And Responsibilities

Actively participate and share ideas in team meetings and individual feedback sessions.

Perform any other task given by the supervisor which belongs to the scope of this position by its nature and where an associates experience or associates education meets the require-ments to perform the task in question.