Service Desk Analyst (L1)

Job Qualifications:

• Relevant Service Desk Experience is an advantage.
• Basic knowledge about software and hardware applications.
• Basic knowledge or familiarity with computer configuration and troubleshooting.
• Problem solving skills.
• Communication Skills: be able to communicate periodically and proficiently using all types of communication tools available such as phone, email, messaging, etc. with all types of users and colleagues in the organization.
• Must be willing to be trained.

Job Description:

• Open, log, prioritize, assign, close tickets logged in the IT Service Desk.
• Query the User for all relevant information concerning the call made or issue reported by the user.
• Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
• Re-route misdirected Calls.
• Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures.
• Provide status updates on Tickets to users.
• Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction.
• Able to make sound decisions and work with minimal supervision.
• Excellent interpersonal skills to foster cooperation among users, support teams and peers.
• Will be handling a voice account, and if required, additional contact channels as well such as Chat, Email, Self Service Tickets; Tools - Service Now, AD, RAVPN, Five9, Avaya, Ms Office, O365 environment, Cerner, Krono