Service Desk Analyst

As a Service Desk Agent, your role involves understanding and capturing customers' issues, documenting them, and adhering to process and quality standards with good customer handling skills. Your key responsibilities include: - Handling Call / Chat / Email Support to end users - Identifying issues, creating Service Request or Incident based on the issue type, and providing L1 resolution, on call - Flagging any priority incidents immediately to the Subject Matter Expert (SME) - Ensuring Incident records are kept up to date throughout the life of the Incident, additional information is documented as it becomes available, and progress updates/user chases and other actions are taken towards resolution - Ensuring that Incidents which are resolved without leaving the Service Desk are flagged as being a 'First Time Fix' - Receiving successfully completed Incidents/Changes/Service Requests and closing the record accordingly - Executing required tracking of knowledge base usage and opportunities (voting and rating as required) as well as Sense and Respond activities/actions - Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product-related technical issues experienced by customers - Anticipating customer needs and effectively addressing concerns related to their issue or resolution - Providing direct technical assistance to customers via phone, email, and chat - Providing a single point of contact for all users of the service - Ensuring that a continuously high level of customer satisfaction is achieved - Receiving calls at the Service Desk and undertaking dialogue with the user, ensuring standard Service Desk scripts are followed, with good command over English - Ensuring that contingency plans are understood and followed in the event that the Service Desk tool is unavailable - Providing users with status reports on existing Incidents, ensuring the Incident record is updated accordingly - Identifying new requests that are not Incidents and managing them appropriately - Initiating the Change Management process if the request is a Change Request (RFC) - Initiating the Standard Change / Service Request process if the request is a Service Request (RfS) - Monitoring auto-generated incidents from event / alert monitoring, ensuring that they are correctly prioritized and action taken accordingly - Contacting Resolver groups to progress Incident, Problem, and Change chases initiated by the user - Reviewing resolution details and taking responsibility for the closure of all Incidents - Contacting the user for agreement to close, ensuring the '3 strikes and out' policy is employed - Checking the Incident classification and resetting as necessary - Entering Incident closure details and marking the Incident as closed, ensuring appropriate closure codes are used - Raising Incidents to address unsuccessful Service Requests - Understanding and operating escalation procedures - escalating and progressing incidents as required while keeping the user informed - Recording Incidents/Changes/Service Requests within the Incident Management tool and assigning them to the appropriate Resolver - Ensuring new Incident records are opened for all 'legitimate' Incidents - Ensuring that users do not have multiple Incident records open for the same issue - Ensuring correct contact details are recorded on all Incidents - Capturing accurate descriptions of all new Incidents/Changes/Service Requests, classifying them correctly, and applying the appropriate classification codes - Identifying Incidents that require management through additional processes - Setting the Major Incident (MI) flag and initiating the MI process if the Incident is a Major Incident - Initiating recovery call if the Incident is a complaint Your qualifications should include: - 1 to 2 years of work experience - Customer Handling Skills & Good communication skills (Fluency in English is a must) - Experience and Knowledge on MAC Systems and operating issues Additionally, you should have professional attributes such as excellent verbal and written communication skills with email etiquette, good problem-solving and analytical skills, and excellent customer service skills. Good to have skills include ITIL Knowledge. As a Service Desk Agent, your role involves understanding and capturing customers' issues, documenting them, and adhering to process and quality standards with good customer handling skills. Your key responsibilities include: - Handling Call / Chat / Email Support to end users - Identifying issues, creating Service Request or Incident based on the issue type, and providing L1 resolution, on call - Flagging any priority incidents immediately to the Subject Matter Expert (SME) - Ensuring Incident records are kept up to date throughout the life of the Incident, additional information is documented as it becomes available, and progress updates/user chases and other actions are taken towards res