MyTSD - Service Desk Analyst-2

Key Responsibilities

• First-Level Support: Serve as the first point of contact for customers seeking technical assistance. Determine the best solution based on the issue and details provided by the customers. Direct and escalate unresolved issues to the next level of support. For critical and high impact issues interface with resolver groups – local, regional and global – to ensure satisfactory solution.
• Incident Management: accurately prioritize, categorize, track and log calls, tickets, chats, etc. following client or internal tracing protocols to ensure timely resolution with the use of ticketing system.
• User Communication: Provide customer service through multiple channels including phone, chat and self-service. Instruct the end-users in the appropriate use of equipment, software, and/or reference materials. Provide accurate information on IT products or services.
• Knowledge Management: Ensure employees have access to the same information, use knowledge management to understand common issues and provide consistent resolution.
• Collaboration: Work closely with other team members to identify and suggest resolutions and improvements.
• Continuous Improvement: Identifying areas for improvement and implementing changes to enhance the Servicedesk Team service delivery.

Key Capabilities/Experience

• Incident Management: Efficiently handling and resolving unexpected IT service disruptions to restore normal operations as quickly as possible.
• Self-Service: Empowering end-users to resolve their own IT issues through an intuitive self-service portal.
• Customer-Centric Approach: Prioritizes customer satisfaction by focusing on understanding and understanding end-user needs promptly, providing personalized support, and improving service quality based on user feedback.
• Problem-Solving Skills:  Demonstrates strong problem-solving abilities by quick diagnosing issues, identifying effective solutions, and implementing fixes to minimize downtime and enhance user satisfaction.
• Communication Skills: Excels in clear, concise, and empathetic communication, ensuring users are well-informed, understood, and supported throughout the interactions.

Minimum Qualifications

• Educational Background: Graduate or bachelor’s degree in information technology, Computer Science, or a related field.
• Experience: Minimum of 3 years of proven experience as a Service Desk Associate or a related role.
• Technical Knowledge: With extensive experienced using ticketing system, remote tool, windows, office 365 and multi factor authentication. Basic knowledge and familiarity with network protocols and comfortable using Active Directory to analyze and troubleshoot user problems. Knowledge of IT Service Management (ITSM) is a plus.
• Problem-Solving Skills: Ability to effectively identify, analyze, and resolve technical issues raised by end-users often involving troubleshooting hardware and software problems by utilizing a systematic approach, gathering necessary information, and applying knowledge to find appropriate solutions, all while maintaining customer centric focus.
• Communication Skills: Strong oral and written English communications skills.
• Teamwork and Collaboration: Ability to collaborate with IT groups distributed across the world. Willingness to work in shifts and can adjust to dynamic process changes at a moment’s notice.