International Service Desk Analyst

International Service Desk Analyst

Roles and Responsibilities:

• Open, log, prioritize, assign, and close calls recorded in the IT Service Desk (IT SD) system.
• Ask the Customer End User for all relevant information concerning the call made or issue reported.
• Attempt to resolve the defined inquiries during the initial contact (while on the telephone, web, or chat) to meet the agreed-upon Service Level for First Call Resolution.
• Route inquiries to appropriate Resolver Groups when necessary.
• Re-route misdirected calls to the correct department or team.
• Escalate tickets that have not been resolved by the Service Desk, in accordance with established Customer escalation procedures.
• Provide status and updates on tickets to authorized users.
• Reopen existing tickets or create new ones for follow-up if the user indicates that the inquiry was not resolved to their satisfaction.
• Make recommendations for updates to the Knowledge Base (KB) database to improve future resolutions.
• Ensure strict adherence to all established policies and procedures.
• Facilitate the closure of open calls upon successful resolution.

Skills Requirement:

• Prior Service Desk (SD) experience is mandatory.
• Excellent English speaking skills are mandatory.
• Proficiency in written English for chat and email communication.
• Strong problem-solving and troubleshooting abilities for end-user infrastructure issues.
• Ability to manage and prioritize multiple inquiries from various channels (calls, web, chat, service requests).
• Experience with IT Service Desk logging and ticketing systems.
• Customer-focused with a strong commitment to providing excellent international support.
• Ability to follow established policies, procedures, and escalation protocols.
• Proactive in identifying opportunities for knowledge base improvements.

QUALIFICATION:

• Bachelor's degree or equivalent practical experience.