Service Desk Support Specialist
2 months ago
Service Desk Analyst Role
The Service Desk Analyst will serve as the primary point of contact for B2B users who call Service Desks to troubleshoot end-user issues in line with the Company's Service Desk objectives.
Responsibilities include:
- Respond to queries from calls, portal, emails, and chats from clients
- Become familiar with each client and their respective applications/processes
- Learn fundamental operations of commonly-used software, hardware, and other equipment
- Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
- Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA, and hits
- Manage all queries or escalate if not resolved as per the defined helpdesk policies and framework
- Regular MIS and resolution log management on queries raised
Stakeholder Interaction:
The Service Desk Analyst will interact with external clients to handle issues/queries.
Competencies:
The ideal candidate will have:
- Functional Competencies/Skill: Process Excellence - Ability to follow the Service Desk standards and norms to produce consistent results, provide effective control, and reduction of risk
- Domain Knowledge - Knowledge of process/domain managed
- Behavioral Competencies: Effective Communication, Detail Oriented, Change Agility, Client centricity, Execution Excellence, Passion for Results
Performance Parameters:
The Service Desk Analyst will be measured on:
- Service Desk Delivery - Adherence to TAT, SLA as per SoW, Minimal Escalation, Customer Experience
- Personal - Attendance, Documentation
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