Service Desk Analyst

Job Description:

JD for the role:

Essential Duties and Responsibilities

• Work as part of the Shift system on the IT Service Desk
• Receives and handles requests for service, following agreed procedures.
• 1st line support: troubleshooting of IT related problems
• Promptly allocates calls as appropriate.
• Logs incidents and service requests and maintains relevant records:
• Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
• Monitoring queues to ensure SLAs are maintained.
• Assigning the tickets which are out of scope to Service Desk/Other Teams
• Coordinating tickets that cross organizational boundaries to ensure customer satisfaction

Skills required

· Technical Service Desk background

· Familiarity with ServiceNow

· Multi-Lingual effective and fluent communication in language(s) (Native/almost native) French, Spanish, Italian and Portuguese

· Excellent Customer service skills.

· Demonstrate ability to troubleshoot and research application issues.

· Ability to explain technical information to End Users with effective verbal and written communication.

· Be able to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly.

· Adhere to Service Desk processes and procedures.

· Present a positive, effective, and flexible contribution to achieving team targets and objectives.

· Highly effective Team player:

o Openly and willingly shares ideas, knowledge, and expertise.

o Communicates constructively.

o Willingness to learn new skills and be open to consider different ideas and alternatives.