Service Desk Analyst

In this role you will:

• Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.
• Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner.
• Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
• Logcases on the IT Service Desk and maintaining details of software / hardware problems detected.
• Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner.
• Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
• Escalating to internal or external support resources and Subject Matter Experts when necessary.
• Technical background and ability to learn and absorb technology quickly.
• Great written and verbal communication skill.
• Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.
• The ability to communicate effectively with people at all levels.
• The ability to have difficult conversations with customers.
• The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
• Basic understanding of ITIL Skills and business processes.
• 2 – 4 years working within an IT environment
• The ability to work as part of a team and on their own initiative.

What you get to do in this role:

• Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.
• Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner.
• Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
• Escalating to internal or external support resources and Subject Matter Experts when necessary.
• Supporting users in the use of the platform by providing necessary advice and/or training.
• Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or CRM in a timely efficient manner.