Customer Services Module Lead-Service Support

Incident Management:

o Receive and log incident reports from internal and external customers.

o Analyze and resolve technical issues promptly and efficiently.

o Escalate incidents as necessary, ensuring timely resolution.

Customer Support:

o Provide excellent customer service, establishing rapport with users and stakeholders.

o Keep customers informed of incident progress and resolution timelines.

o Demonstrate effective communication skills, both written and verbal.

Technical Expertise:

o Utilize hands-on experience with ITSM tools for incident tracking and resolution.

o Manipulate and analyze data to identify trends and patterns.

o Collaborate with technical teams to troubleshoot and resolve complex issues.

Documentation:

o Prepare clear and concise documentation for incident reports and resolutions.

o Create user-friendly guides and knowledge base articles.

Communication and Collaboration:

o Communicate technical concepts in user-friendly language.

o Collaborate with cross-functional teams to address and resolve technical issues.

o Participate in team meetings and contribute to continuous improvement initiatives.

Process Management:

o Follow established processes and procedures for incident resolution.

o Identify opportunities for process improvement and suggest enhancements.

Customer Relationship Management:

o Build and maintain strong customer relationships.

o Proactively identify and address customer needs and concerns.

Organizational Skills:

o Prioritize and manage multiple requests in a fast-paced environment.

o Pay strong attention to detail in all aspects of work.

Flexibility and Shift Work:

o Willingness to work in a flexible schedule, including shifts.

o Ability to adapt to changing work patterns and demands.

Self-Motivation:

o Work independently with minimal supervision.

o Demonstrate a proactive and results-oriented approach.

Total Experience Expected: 04-06 years

4-6 years of experience as a Service Desk Analyst

ITIL V3/V4 certification

Excellent communication skills (written & verbal)

Hands-on experience with ITSM tools

Strong attention to detail

Excellent Microsoft Office (Outlook, Word, and Excel) and Power BI skills

Data manipulation and analytical skills

Ability to work without daily management supervision

Team player with a positive can-do attitude

Strong organizational skills and ability to prioritize

Willingness to work in a flexible work pattern and shifts

Self-motivated with a commitment to achieving results