IT Helpdesk Analyst - Female
We are seeking a detail-oriented and professional IT Helpdesk Analyst (Female) to provide exceptional technical support to our clients and users. This role demands excellent communication skills, a knack for troubleshooting, and the ability to manage multiple tasks in a fast-paced IT environment, primarily handling international inbound calls, emails, and chats.
- Address all queries raised by external/internal Users via all mediums like Calls, Emails, and Chats.
- Utilize Teams or other internal tools for remote sessions when needed.
- Find the root cause of the issue and resolve every single issue raised by the User professionally.
- Follow process guidelines, SLAs, and TATs set by the Organization.
- Learn all Processes including various Product versions, Web Admin navigations, Jira, Confluence, etc.
- Ability to use multiple applications at the same time to assist Users and resolve their issues.
- Take complete ownership of every ticket assigned, including initial response, follow-up, troubleshooting, and liaising with other Departments for resolution. Same applies to reopen cases.
- Be flexible to attend all training sessions and clear assignments/pass exams (Meta-compliance, ITIL, etc).
- Utilize resources appropriately; prefer calling the User as the first mode of contact, followed by emails.
- Be available for remote sessions to investigate User issues.
- Analyze every single ticket and identify the appropriate root cause using various applications and tools.
- Work on colleagues Tickets in their absence.
- Keep Reporting Manager updated on ticket status at regular intervals.
- Raise relevant queries to the second line of support when needed.
- Accurately log all customer interactions in the Organization's ticketing tools (Jira).
- Prepare Training notes, Flow charts, and other assigned tasks during training.
- Work on basic reports using MS Office.
- Answer continuous calls (back-to-back) without compromising on quality.
- Attend Emails, Chats, and Calls simultaneously, focusing on one at a time when on Calls or Chats (direct from UK Users).
- Ability to manage multiple tickets concurrently.
- Carry out any other reasonable duties and responsibilities.
Key Skills & Requirements
- Excellent English Verbal and Written communication skills.
- Proficient in Grammar and Sentence construction for email drafting to Clients/Users.
- Strong Calls, Emails, and Chat etiquette to manage Users professionally.
- International Inbound Call handling experience (Preferably UK) with technical troubleshooting focus.
- IT Support experience (Calls, Chats and Emails) is mandatory.
- Experience in a fast-paced IT environment with capability to resolve tickets timely.
- Application Support is an added advantage.
- Candidates with Desktop support, network support, server support, infrastructure support & cloud support experience are welcomed.
- Ability to navigate through multiple web applications while assisting Users.
- Ability to prioritize and manage workload.
- Experience using Microsoft Office Suite.
- Incident Management knowledge is a must.
