Senior Service Desk Analyst

About the Job

The Service Desk Analyst will be responsible for delivering advanced technical support to end users at IntouchCX. The primary focus will be to resolve complex technical issues remotely, ensuring timely and effective solutions. The role will collaborate closely with Tier 1 support and escalate issues as necessary to higher-level support teams. Coverage includes all 24/7 office users as well as remote users (WFH).

As Service Desk Analyst, You Will

• Provide Tier II contact and incident resolution to customers with hardware, software, and application problems
• Diagnose and resolve complex technical issues related to hardware, software, and network infrastructure
• Utilize remote tools and techniques to troubleshoot and resolve problems efficiently
• Provide excellent customer service while assisting end-users with technical inquiries and issues
• Communicate effectively with both technical and non-technical users to gather information and explain solutions
• Collaborate with Tier 1 support to gather initial information and escalate issues to higher-level support teams when necessary
• Document and communicate escalated issues clearly to facilitate efficient problem resolution
• Maintain accurate and detailed records of technical issues, solutions provided, and any follow-up actions taken based on ITIL best practices
• Contribute to knowledge base articles to facilitate Tier 1 support and self-service resolution
• Proficiently use remote support tools and technologies to access and troubleshoot end-users systems
• Stay updated on the latest remote support tools and technologies
• Collaborate with other support teams, as well as system administrators and other IT departments , to address complex technical challenges
• Participate in team meetings and share insights to improve overall support effectiveness
• Provide guidance and mentorship to Tier 1 support personnel
• Stay informed about industry trends and technologies, and share knowledge with the team
• Troubleshoot simple issues including password resets, basic network, and application issues and apply first call resolution (FCR) using Knowledge Base for simple issues
• Act as a liaison between Global Service Desk & all departments and business unit

As Service Desk Analyst, You Have

• Must be a full time Technical Graduate
• 3 to 5 years of experience in IT operations or Technical Service Desk with global customer facing experience
• Must have good logical probing, understanding and troubleshooting skills
• Good to have experience in working on ticketing system tools like Jira, Service Now or Remedy
• Must have exceptional English written and verbal communication skills
• Technical awareness with ability to match resources to technical issues appropriately
• Fair knowledge and experience on Windows OS, AD, G Suite, MS office User Administration etc.
• Understanding of incidents, service requests and major incidents is required
• Self-motivated and able to work in a fast paced environment with ability to think and act independently
• Strong analytical skills
• Excellent customer service skills, should know how to de-escalate issues
• Strong relationship-building skills, can network and work well with remote stakeholders
• Excellent collaboration skills
• Understanding of process management
• Typing speed of a minimum 25-30 words per minute
• Multilingual will be a bonus but not compulsory