Job Description

Summary:
A Service Desk Analyst plays a pivotal role in efficient handling of first responses, assignment of tickets and maintaining a high level of customer satisfaction. This dynamic professional collaborates with the service desk team, technical teams, and customers to address concerns and contribute to continuous improvement initiatives.Responsibilities:
Service Desk Operations and Planning:

• Provide timely and efficient assignment and 1st response on tickets.
• Utilize the service desk tool to log and manage support requests, adhering to SLA guidelines.
• Collaborate with technical teams to address complex issues and escalate when necessary.
• Assist in the invoicing and reconciliation of billable requests.
• Support the loading of SLAs and support bundles on the service desk tool.
• Participate in resource scheduling for standby and desk duty.

Project Management and Coordination:

• Assist in coordinating service desk projects to the correct teams.
• Proactively identify opportunities for service desk improvement and efficiency enhancements stemming from Service Desk Projects

Customer Service, Communication and Collaboration:

• Understand customer needs and effectively transfer requests to the appropriate teams.
• Participate in customer meetings as required, providing support, and troubleshooting assistance.
• Build and maintain positive customer relationships to ensure satisfaction.
• Communicate proactively with team members, stakeholders, and customers.

Leadership and Management:

• Assist in managing the service desk team, fostering a positive and collaborative work environment.
• Participate in the onboarding and training of new team members.
• Demonstrate leadership by taking ownership of service desk tasks and projects.
• Collaborate with IT leadership to align service desk operations with broader organizational goals.
• Participate in knowledge-sharing and brainstorming sessions.
• Take initiative in suggesting improvements to service desk processes.
• Participate in quality control of all work done at the service desk.

Process Improvement:

• Participate in Implementing and enforcing service desk best practices, deployment standards, and guidelines.
• Contribute to retrospectives and driving knowledge base adherence.
• Provide insights into service desk process improvement endeavors.
• Actively participate in ongoing assistance with the implementation of ITIL processes.

Compliance and Risk Management:

• Assist in mitigating potential risks and security vulnerabilities within service desk operations.
• Maintain strict adherence to data privacy and protection guidelines.

Reporting and Documentation:

• Provide assistance in creating and maintaining comprehensive documentation for service desk activities.
• Assist in the development of metrics and templates to evaluate technical support issues.

Qualifications and Experience:

• Appropriate experience. (Minimum 1 years experience in the industry).
• Certification in ITIL (Service Desk) - Preferred
• Ability in following appropriate fault-finding methodologies to resolve issues.
• Good customer facing skills.
• Ability to manage help desk functions with tight SLAs.
• Ability to help customers and internal staff resolve problems.
• Ability to work effectively with management and peers.

Personal Qualities:

• Problem solving and decision making.
• Business planning and management.
• Customer relationship building.
• Time management.
• Excellent communication.
• Analytical ability.
• Accurate reporting.
• Deductive reasoning.
• Leadership qualities.
• Negotiation skills.
• Possesses good leadership qualities and communication skills in order to manage the help desk team.

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