IT service desk, Helpdesk Analyst

As a Help Desk Analyst at Exela, you will be the initial point of contact for both internal and external customers seeking technical assistance through various channels such as phone, email, chat, and ticketing system. Your responsibility will include effectively communicating with customers to understand their issues and needs, demonstrating patience, empathy, and understanding at all times to ensure customers are provided with timely and respectful assistance. Multitasking will be a key skill as you may need to handle multiple issues simultaneously. You will need to follow standard help desk procedures to capture, validate, resolve, and triage user queries or issues for further processing. In addition, you will be involved in Request Fulfilment by delivering services to customers such as Access Management, including tasks like user creation, de-activation, managing rights and privileges, and providing automated self-service options to reduce service requests and maintain service levels. Your role will also cover Incident Management where you will ensure timely and effective handling of incidents reported by users or through event monitoring tools. You will maintain an accurate log of each incident, categorize and prioritize them based on the level of disruption, and allocate resources for handling critical incidents. Furthermore, you will be responsible for Event Management by monitoring all events in the IT infrastructure, logging and recording events, escalating issues requiring human intervention, and informing management of recurring problems. You will identify and escalate urgent situations and direct unresolved issues to the next level of support personnel in a timely manner. To excel in this role, a basic knowledge of ITIL Service Operations (Incident Management, Problem Management, Change and Release Management) and understanding of SOX and IT general controls are required. A bachelor's degree in an IT-related field is preferred, along with strong customer service ethos, ability to work well with people, excellent communication skills, knowledge of call tracking applications, fundamental knowledge of IT infrastructure, networking, and software, and experience in troubleshooting and providing help desk support. Join Exela's team as a Help Desk Analyst and be part of a global leader in business process automation, providing digital transformation solutions to a diverse range of customers across various industries.,