Senior Service Desk Analyst

You will be working as a Senior Service Desk Analyst in a 24/7 online Service Desk (Semi-Technical) environment. Your main responsibilities will include: - Delivering exceptional service and support to end-users using an online Service Desk ticketing system. - Interacting with Customers to provide and process information in response to inquiries, concerns, and requests regarding IT products and services offered. - Timely identifying, escalating, communicating, and driving all Priority 1 Incidents till Closure. - Performing initial review of new tickets, conducting advance analysis, research, and accurately documenting troubleshooting steps for further investigation. - Gathering detailed information around the request to determine the complete requirement and breaking it down into associated sub-tasks for processing. - Diagnosing and resolving issues related to applications, infrastructure, software, internet connectivity, email clients, browsers, etc. - Reviewing Open tickets queue, distributing tasks evenly, and ensuring set practices are followed without errors. - Recommending knowledge base articles on known scenarios to validate and make them available to the targeted audience. - Researching required information using available resources and following standard processes and procedures. - Identifying and escalating priority issues to appropriate teams and resources. - Accurately processing and recording communications on the Service Desk ticket. - Offering alternative solutions to retain customers and clients business where appropriate. - Organizing thoughts and communicating verbal messages appropriately. - Following up timely, making callbacks as scheduled, and staying current with system information, changes, and updates. Your required skills for this role include: - Efficient with timeliness and prioritization. - Knowledge of customer service principles and practices. - Phone etiquette and effective listening skills. - Ability to speak and write clearly and accurately. - Multi-tasking capabilities and strong written communication and analytical skills. - Knowledge of computer fundamentals, web applications, and troubleshooting skills. - Demonstrated proficiency in grammar and typing skills. - Proactive in assisting team members. In terms of experience and qualifications, you should have: - Minimum Bachelors degree, or HSC, Diploma with equivalent relevant experience. - 5+ years of experience with 3+ years of Phone and email support experience in IT Service Desk or Helpdesk or Technical Support with global customers. - Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite. - Ability to manage Severity Incidents and escalations independently. Desired skills and experience include: - Awareness about ITIL (Information Technology Infrastructure Library) Practices. - Work experience in the Pharma industry is a plus.,