IT Helpdesk Analyst - Female

IT Helpdesk Analyst - Female

detail-oriented and professional IT Helpdesk Analyst (Female)

• Address all queries raised by external/internal Users via all mediums like

  Calls, Emails, and Chats

  .
• Utilize Teams or other internal tools for

  remote sessions

  when needed.

• Find the root cause

  of the issue and

  resolve every single issue

  raised by the User professionally.
• Follow

  process guidelines, SLAs, and TATs

  set by the Organization.
• Learn all Processes including various Product versions, Web Admin navigations, Jira, Confluence, etc.
• Ability to use

  multiple applications

  at the same time to assist Users and resolve their issues.
• Take

  complete ownership of every ticket

  assigned, including initial response, follow-up, troubleshooting, and liaising with other Departments for resolution. Same applies to reopen cases.
• Be

  flexible to attend all training sessions

  and clear assignments/pass exams (Meta-compliance, ITIL, etc).
• Utilize resources appropriately;

  prefer calling the User

  as the first mode of contact, followed by emails.
• Be available for

  remote sessions

  to investigate User issues.
• Analyze every single ticket and identify the appropriate

  root cause

  using various applications and tools.
• Work on colleagues Tickets in their absence.
• Keep Reporting Manager updated on ticket status at regular intervals.
• Raise relevant queries to the second line of support when needed.
• Accurately

  log all customer interactions

  in the Organization's ticketing tools (

  Jira

  ).
• Prepare

  Training notes, Flow charts

  , and other assigned tasks during training.
• Work on

  basic reports

  using MS Office.
• Answer

  continuous calls (back-to-back)

  without compromising on quality.
• Attend

  Emails, Chats, and Calls simultaneously

  , focusing on one at a time when on Calls or Chats (direct from UK Users).
• Ability to

  manage multiple tickets concurrently

  .
• Carry out any other reasonable duties and responsibilities.

Key Skills & Requirements

• Excellent English Verbal and Written communication skills

  .
• Proficient in

  Grammar and Sentence construction

  for email drafting to Clients/Users.
• Strong

  Calls, Emails, and Chat etiquette

  to manage Users professionally.

• International Inbound Call handling experience

  (Preferably UK) with

  technical troubleshooting

  focus.

• IT Support experience

  (Calls, Chats and Emails) is mandatory.
• Experience in a

  fast-paced IT environment

  with capability to

  resolve tickets timely

  .

• Application Support

  is an added advantage.
• Candidates with

  Desktop support, network support, server support, infrastructure support & cloud support experience

  are welcomed.
• Ability to

  navigate through multiple web applications

  while assisting Users.
• Ability to

  prioritize and manage workload

  .
• Experience using

  Microsoft Office Suite

  .

• Incident Management knowledge

  is a must.