Support Analyst, 1st Line Support, Service Desk Analyst

As a Service Desk Analyst, your role involves providing exceptional service and support to end-users through an online Service Desk ticketing system. You will interact with Customers, gather detailed information on requests, diagnose and resolve issues related to applications, infrastructure, software, and internet connectivity. Your responsibilities include: - Delivering exceptional service and support to end-users through an online Service Desk ticketing system. - Interacting with Customers to provide information on IT products and services. - Gathering detailed information to determine complete requirements and break them down into sub-tasks for processing. - Diagnosing and resolving issues related to applications, infrastructure, software, and internet connectivity. - Researching required information using available resources. - Following standard processes and procedures. - Identifying and escalating priority issues to appropriate teams. - Accurately processing and recording communication on the Service Desk ticket. - Offering alternative solutions where appropriate to retain customers' business. - Organizing thoughts and communicating effectively. - Following up and making callbacks as scheduled. - Staying current with system information, changes, and updates. - Progressing team members' tickets during their absence. - Reporting any process changes requested from a ticket to Senior Service Desk Analyst. - Completing all tasks assigned by your manager or supervisor. Qualifications and Skills required for this role: - Knowledge of customer service principles and practices. - Phone etiquette and effective listening skills. - Clear verbal and written communication skills. - Multi-tasking capabilities. - Strong reasoning and analytical skills. - Knowledge of computer fundamentals, web applications, and troubleshooting. - Willingness to cooperate with others. - Proficiency in grammar and typing skills. Required Experience and Qualifications: - Minimum Bachelor's degree, or HSC, Diploma with equivalent relevant experience. - Strong Computer fundamentals with basic knowledge of the Internet, Browsers, and MS Office Suite. Desired Skills and Experience: - 1 year of Phone, Email, or Chat support experience in IT Service Desk, Helpdesk, Technical Support, or US Customer Support. - Work experience in the Pharma industry is a plus. As a Service Desk Analyst, your role involves providing exceptional service and support to end-users through an online Service Desk ticketing system. You will interact with Customers, gather detailed information on requests, diagnose and resolve issues related to applications, infrastructure, software, and internet connectivity. Your responsibilities include: - Delivering exceptional service and support to end-users through an online Service Desk ticketing system. - Interacting with Customers to provide information on IT products and services. - Gathering detailed information to determine complete requirements and break them down into sub-tasks for processing. - Diagnosing and resolving issues related to applications, infrastructure, software, and internet connectivity. - Researching required information using available resources. - Following standard processes and procedures. - Identifying and escalating priority issues to appropriate teams. - Accurately processing and recording communication on the Service Desk ticket. - Offering alternative solutions where appropriate to retain customers' business. - Organizing thoughts and communicating effectively. - Following up and making callbacks as scheduled. - Staying current with system information, changes, and updates. - Progressing team members' tickets during their absence. - Reporting any process changes requested from a ticket to Senior Service Desk Analyst. - Completing all tasks assigned by your manager or supervisor. Qualifications and Skills required for this role: - Knowledge of customer service principles and practices. - Phone etiquette and effective listening skills. - Clear verbal and written communication skills. - Multi-tasking capabilities. - Strong reasoning and analytical skills. - Knowledge of computer fundamentals, web applications, and troubleshooting. - Willingness to cooperate with others. - Proficiency in grammar and typing skills. Required Experience and Qualifications: - Minimum Bachelor's degree, or HSC, Diploma with equivalent relevant experience. - Strong Computer fundamentals with basic knowledge of the Internet, Browsers, and MS Office Suite. Desired Skills and Experience: - 1 year of Phone, Email, or Chat support experience in IT Service Desk, Helpdesk, Technical Support, or US Customer Support. - Work experience in the Pharma industry is a plus.