Technical Support / Service Desk Analyst
Job Description
Key Responsibilities
Handle customer questions, incidents and service requests
Communicate in the language of the customer by avoiding technical terminologies and jargon
Gather information from customer by asking probing questions to analyze symptoms and identify underlying problem/s
Assess/determine impact and urgency of the incident to the customer and the business
Work to build cooperative relationships with customers
Give customers a realistic estimate of the time it will take to resolve an incident or request
Escalate ticket to the appropriate level 2 support team and ensure ticket hand off, whenever applicable
Log the ticket accurately with all the important information provided by the customer
Provide enough information about the customer's issue in the ticket, prior to escalation, to ensure that the Level 2 support team can begin working on resolution for the customer
Demonstrate willingness to take ownership of the call by acknowledging the customer's concern