Service Desk Analyst
2 months ago
Job Summary
We are seeking a highly skilled Service Desk Analyst to join our team at Transputec. As a key member of our IT support team, you will be responsible for providing technical support to our customers, answering queries via phone, email, and self-service, and maintaining a high level of customer service.
Key Responsibilities
- Provide technical support to customers, answering queries via phone, email, and self-service.
- Support users via remote assistance, providing a high level of resolution at first contact.
- Maintain a high degree of customer service for all support queries, adhering to all service management principles.
- Take ownership of user incidents and be proactive when dealing with user issues.
- Log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected.
- Capture accurate and truthful information from users on all incidents and requests, ensuring CI relationships are highlighted.
- Respond to requests from users and help them resolve hardware or software requirements.
- Support users in the use of IT equipment by providing necessary guidance and advice.
- Escalate more complex calls having captured all relevant information in the ticket.
- Work with 3rd party technical support where incidents or requests require.
- Highlight trends and major incidents to 1st line team leader immediately.
Measures of Success
- Meet service level targets for creation, resolution, and closure of service desk calls on a monthly basis.
- Maintain an acceptable level of service to the customers and business.
- Meeting SLAs as agreed within yearly objectives.
- Consistent and reliable service delivered against all types of incidents and service requests.
- Correctly categorize incidents and set applicable priorities by impact vs severity.
- Consistent approach to all service desk calls.
- Ability to escalate complex service issues.
- Maintain and deliver IT knowledge and process documentation where required.
Requirements
- Excellent telephone and customer service manner.
- Good understanding of IT hardware setup and configuration.
- Focused on quality.
- Good customer service skills.
- Self-motivated.
- Excellent interpersonal skills.
- Good organizational skills to ensure that company processes and procedures are put in place.
Desirable Qualifications
- ITIL Foundation (v3) or similar.
- Industry IT standard certification (MCP or similar).
- Minimum 1 year previous support experience within an IT support environment or similar role supporting customers.
- Experience with using and troubleshooting Microsoft Office with emphasis on MS Outlook, MS Word, MS Excel, and MS PowerPoint.
- Experience with using and troubleshooting Windows 10/x and MacOS X.
- An understanding of ITIL, ITIL's framework, and how this applies to the IT Function.
- Experience in supporting users in a Citrix environment or remote desktop tools.
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