OVERVIEW
Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.
DESCRIPTION
- Deliver exceptional service and support to end-users using an online Service Desk ticketing system.
- Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services.
- Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it.
- Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions.
- Research required information using available resources,
- Follow standard processes and procedures,
- Identify and escalate priority issues to appropriate teams and resources, as applicable.
- Accurately process and record the communication on the Service Desk ticket.
- Where appropriate, offer alternative solutions to retain customers and clients business.
- Organize thoughts and communicate verbal messages appropriate to listeners and situations.
- Follow up timely and make callbacks as scheduled, where necessary.
- Stay current with system information, changes, and updates.
- Progress team members tickets during their absence or when progress is requested.
- Report, to Senior Service Desk Analyst, on any process changes requested from a ticket for validation and communication.
- Complete all other tasks deemed appropriate for your role and assigned by your manager/or on-floor supervisor.
REQUIRED SKILLS
- Knowledge of customer service principles and practices.
- Phone etiquette.
- Effective listening skills.
- Ability to speak and write clearly and accurately.
- Multi-tasking capabilities.
- Strong reasoning and analytical skills.
- Knowledge of computer fundamentals, web applications, and troubleshooting skills.
- Willingness to co-operate with others and work for the greater good.
- Demonstrated proficiency in grammar and typing skills.
REQUIRED EXPERIENCE AND QUALIFICATION
- Minimum Bachelor's degree, or HSC, Diploma with equivalent relevant experience.
- Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.
DESIRED SKILLS AND EXPERIENCE
- An year of Phone or Email or Chat support experience in IT Service Desk or Helpdesk or Technical Support or US customer support experience.
- Work experience in the Pharma industry is a plus.
