Service Desk Analyst

The role of the Service Desk Analyst will be to enable an effective IT support service by acting as a single point of contact for all IT issues and queries. Involves taking initial contacts from the SSC customer base and ensuring through a process of triage whether to resolve at contact or assign for resolution

Key Accountabilities:

Act as a single point of contact for all IT issues and queries.

Receive and log all customer contacts via multiple channels (phone, email, chat, self-service).

Use probing questions and defined knowledge information to accurately log the details of the customers enquiry.

Troubleshoot tickets and make accurate decisions on the right path for resolution of the customer enquiry i.e., concluding as a First Time Fix or assigning to 2nd or 3rd party resolution teams.

Use appropriate technology and technical knowledge to enable the accurate and timely diagnosis of issues.

Where appropriate use personalized decisions and actions to add value by resolving the customer s enquiry at the point of contact.

Ensure all relevant information is clearly recorded in the ITSM tool.

Provide timely and accurate updates to tickets.

Where required ensure the timely escalation of complaints to the appropriate level.

Continuously maintain a high standard of customer service.

Create and publish support documentation and knowledge information and support the Team Leader in training of new staff.

Alert the line management to identify trends in customer issues or queries.

Completion of ad-hoc tasks assigned by Management. Office 365, Active Directory, Outlook creation, printer configuration, Troubleshooting