OVERVIEW
Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.
DESCRIPTION
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Deliver exceptional service and support to end-users using an online Service Desk ticketing system.
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Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services.
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Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it.
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Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions.
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Research required information using available resources.
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Follow standard processes and procedures.
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Identify and escalate priority issues to appropriate teams and resources, as applicable.
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Accurately process and record the communication on the Service Desk ticket.
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Where appropriate, offer alternative solutions to retain customers’ and clients’ business.
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Organize thoughts and communicate verbal messages appropriate to listeners and situations.
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Follow up timely and make callbacks as scheduled, where necessary.
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Stay current with system information, changes, and updates.
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Progress team members’ tickets during their absence or when progress is requested.
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Report, to Senior Service Desk Analyst, on any process changes requested from a ticket for validation and communication.
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Complete all other tasks deemed appropriate for your role and assigned by your manager/or on-floor supervisor.
REQUIRED SKILLS
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Knowledge of customer service principles and practices.
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Phone etiquette.
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Effective listening skills.
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Ability to speak and write clearly and accurately.
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Multi-tasking capabilities.
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Strong reasoning and analytical skills.
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Knowledge of computer fundamentals, web applications, and troubleshooting skills.
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Willingness to co-operate with others and work for the greater good.
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Demonstrated proficiency in grammar and typing skills.
REQUIRED EXPERIENCE AND QUALIFICATION
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Minimum Bachelor’s degree, or HSC, Diploma with equivalent relevant experience.
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Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.
DESIRED SKILLS AND EXPERIENCE
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An year of Phone or Email or Chat support experience in IT Service Desk or Helpdesk or Technical Support or US customer support experience
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Work experience in the Pharma industry is a plus
