Service Desk Analyst
Responsible for delivering high quality service that improves the overall colleague experience. Provide support of IT-related incidents and requests, ensuring agreed Service Levels are met, colleague expectations are managed and key targets are achieved. Contribute to the continual improvement of service delivery across all channels of colleague communication.
What youll be DOING
What will your essential responsibilities include
- Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement.
- Act as a point of contact for colleague issues through phone, chat, email and portal, providing exceptional service in all colleague interactions.
- Supply first line IT support for all AXAXL colleagues across a range of technologies, including desktop applications, printing/scanning, telephony, mobile devices, audio and video conferencing, business applications, etc.
- Perform assessment, triage, research and resolution of basic incidents and requests.
- Engage other Service Desk resources or appropriate second- and third-level service resources to resolve incidents beyond scope of ability or responsibility.
- Ensure incidents and requests are accurately logged, assigned, tracked and responded to in a timely manner, in line with agreed SLAs; provision of timely communications and maintenance of ownership until closure.
- Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague, communicating progress in a timely manner.
- Communicate with the Colleague Care team where necessary to ensure that escalated issues have proper attention and visibility.
- Create a positive colleague support experience and build effective colleague relationships through listening intently to understand the problem, ensuring timely resolution or escalation, communicating promptly on progress, and handling colleagues with a consummately professional attitude.
- Identify service improvement opportunities to key service management stakeholders.
- Work with Incident and Problem management teams on individual proactive and reactive issues as necessary.
- Grow general knowledge of IT and business systems, increasing ability to resolve issues on first contact.
- Mentor junior analysts and assist in training of new analysts.
- Manage content in the Knowledge Management system.
What you will BRING
Were looking for someone who has these abilities and skills:
Required Skills and Abilities:
- Relevant years of experience on Service Desk.
- Outstanding customer service skills and a customer first mentality are a must.
- Advanced knowledge of IT principles and most supported systems and basic understanding of less commonly used systems.
- Subject matter ability in multiple areas of support.
- Robust technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies.
- Excellent verbal and written communication skills and telephone manner.
- Ability to build outstanding relationships with key stakeholders across the organization.
- Ability to think logically to analyze, troubleshoot and resolve complex issues.
- Must be professional, courteous and enjoy working with people; critical thinking, creativity, and resilient judgment are expected.
- Outstanding interpersonal skills and the ability to work within a team.
- Ability to work in a fast paced, high pressure work environment.
- Robust ability to multi-task and work on tasks and projects while being interrupted by colleagues requesting support; ability to constantly re-prioritize tasks is a must.
- Bachelor''s degree or relevant experience required.
- ITIL Foundations Certification a plus.
- Additional international language capability is a plus.
- Supervisor is Service Desk Team Lead.
- Ability to build effective working relationships across all areas of the business and IT.
- Cooperation and collaboration with peers to jointly improve the way service is delivered.
- Collaboration with Service Managers and Service Control to identify service improvement opportunities.
- Ongoing interaction with Colleague Care on escalations, end to end ticket ownership and overall process improvement.
Desired Skills and Abilities:
- Achievement of standard service levels, both individually and as part of a team.
- Ensure personal interactions deliver outstanding colleague satisfaction as demonstrated through high colleague satisfaction survey results.
- Respond to colleague contacts and escalations within agreed timelines.
- Illustrate incremental increase in baseline SLA adherence and first line resolution rate.
