Senior Service Desk Analyst

IntouchCX Manila, National Capital Region, Philippines About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. About The Job The Senior IT Service Desk Analyst will perform work that encompasses Service Desk day to day activities along with knowledge management. The bulk of work will be handling more complex unresolved cases, and should be able to identify, capture, and organize information as knowledge assets for knowledge sharing. The ideal candidate will be the single and initial point of contact for all client/customer interactions. As Senior Service Desk Analyst, You Will… Secondary Point of contact within Service Desk for all user issues and requests reported via calls, chats or emails Provide support on more complex issues that are not taken care of while applying first call resolution (FCR) using Knowledge Base for complex issues Oversee the queues and Service Desk mailbox to ensure all the calls and emails are addressed Ensure incidents are updated with work log along with relevant screenshots and approvals Ensure the incidents and requests are properly categorized and prioritized Make sure tickets are assigned correctly if unable to resolve within Service Desk Engage support teams and management as required for critical and high priority tickets Provide various levels of troubleshooting including password resets, network issues, and application issues Discuss problems or issues encountered during the shift and proper handover and make suggestions for improvement Follow up on specific inquiries or requests to ensure client/customer satisfaction Provide contribution to knowledge base (roll out of new service or product support, updates to a process or troubleshooting procedure) Create and maintain knowledge management training content including various step-by-step instructions or troubleshooting used by IntouchCX Document processes and procedures for all services within the scope of Service Desk implementation Maintain the JIRA Knowledge Management Responsible for establishing knowledge management processes and procedures and ensure that they are executed properly Improve existing processes through process gap analysis, reduction of process redundancies, enforcement of risks and controls and proposing automation Develop reporting mechanisms to measure ongoing performance and bottlenecks Provide accurately and timely information to users in accessible formats Assist in training of the Service Desk members Coordinate the knowledge article feedback to review the comments and assign to the knowledge or process owner to review the article Recommend improvements to the Knowledge or process owner As Senior Service Desk Analyst, You Have… Successfully completed the 180-day probationary period Must be a full time technical graduate Must have a minimum of 2+ years of experience in IT service desk operations and technical troubleshooting ITIL Knowledge or Certification (Preferred) Experience with logical probing, understanding and troubleshooting skills Experience with Windows OS, AD, User Administration along with other complex issues related to system, network, proxy and VPN Experience in major incident management Experience in knowledge management content development (create, edit, validate and manage knowledge articles) or technical writing Exceptional English written and verbal communication skills Technical awareness with ability to match resources to technical issues appropriately Clarity and understanding of process management and process improvement Excellent collaboration, facilitation and training skills Ability to follow procedures and resolve issues Self-motivated and able to work in a fast paced environment with the ability to think and act independently Strong customer service, critical and analytical skills Possess relationship-building skills, along with networking and ability to work well with remote stakeholders Typing speed of a minimum 30 words per minute Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries Outsourcing and Offshoring Consulting Referrals increase your chances of interviewing at IntouchCX. #J-18808-Ljbffr