What are the responsibilities and job description for the Service Desk Analyst position at Yochana IT Solutions?
Job Details
Position Requirements
- MUST Have have Good English Communication and Conversation Skills (Verbal and Written)
- MUST have a Great Customer Handling Skills
- Good Probing Skills and demonstrated Empathy skills
- Customer Service Orientated
- Highly self-motivated and directed
- Capable of Multitasking in a high pace environment, effectively and efficiently
- Ability to learn new information quickly and the willingness to always do so
- Build rapport and elicit issue details from end users
- Ability to absorb and retain information quickly
- Able to make sound decisions and work with minimal supervision
- Excellent interpersonal skills to foster cooperation among users, support teams and peers
- Create Incident or Service Request tickets, logging all pertinent Information
- Utilize the Knowledgebase/SOPs to respond accurately and effectively to requests or issue
- Where SOP is not available/updated think out of the box coordinate with concerned L2 to get the KBs created/updated, search online
- Create and maintain documentation of procedures, tip sheets and other documentation as needed to provide efficient communication.
- Make decisions related to user queries in the absence of a supervisor
- Experienced in resolving end user incidents and requests within agreed Service Level for First Call Resolution
- Close the ticket with user confirmation when users are satisfied with the solution provided
- Document notes in each ticket or update worklogs correctly
- Proper Categorization of tickets.
- Ensures Incidents and Service Requests are properly escalated and assigned to the appropriate support groups
- Maintains ownership of Incidents or Service Request, ensuring status update and resolution according to SLAs
- Follow the escalation process
- Provide input to Service Desk Management regarding Continuous Improvement opportunities
- Follow the shift hand-over process
- Achieve the targets which are set based on the standard KPI/Customer Metrics
- Adheres to the organization's internal policies and procedures including shift schedule
- Can drive company value and its methodology
- Complies to regulatory requirements
Technical Knowledge & Skills
- Knowledge in Desktop and Application support troubleshooting
- Remote Desktop Support
- Networking concepts
- Windows Operating System
- Ms Office Products
- Security Authentication - Cisco DUO, Google Authenticator, RSA SecurIDs
- Others: Adobe Acrobat and other common desktop applications
- ITSM Tool experience Service Now
- VPN (Cisco AnyConnect, Global Protect)
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