IT SD L1 Analyst

Daily Activities:

• Accept Inbound Calls/Chat/Self Service tickets according to agreed Service Level Target (SLT).
• Record and process tickets following agreed process and procedures including but are not limited to:
• Identify/Classify/Evaluate incident types, priority, and service interruptions
• Records incidents by symptom and resolution
• Perform customer call backs as required
• Closing Incidents/Request with confirmation from customers
• Using problem-solving and people skills to ensure swift resolutions to technical issues.
• Triage, diagnose and perform basic troubleshooting on computer error messages and failures and resolve or make recommendations for resolution of Incidents and Request.
• Utilize all technical tools/resources like remote management software to provide resolution in one call whenever possible.
• Address user concerns regarding hardware, software, and networking
• Account administration: new user requests, leaver requests, password requests etc.,
• Timely ticket routing to next team when first attempt to resolution failed and follows defined exceptions.
• Coordinates with L2/other support team when applicable.
• Handles Special Projects as applicable and process Software Installation Request
• Escalate issues to next level support if needed

Business Value:

• Consistent and quality service delivery of end user support and request fulfillment
• Efficiency and cost savings. Service Desk can resolve those minor issues themselves, giving more bandwidth for next level of support to deal with the more complicated ones.
• Driver of great customer experience.
• Ability to quickly adapt to business requirements and provide effective and efficient solutions.

The Role

• Perform customer support to client via telephone, chat, self-service tickets etc…
• Resolving the issues through phone, chat and self-service communication channels
• User Account management such as password resets, account unlock, assigning permissions, for reported incidents and requests.
• Provide connectivity support for home users which includes network routers, Citrix, Virtual Technologies, MFA and VPN
• Providing support for Microsoft Office 365, Windows, Chrome device, printer, mobile etc.,
• Help resolve software and technical questions for the customer efficiently and effectively
• Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
• Effectively manage length of calls, handle time, and after call work.
• Manage customer expectations regarding estimated response times for issue resolution.
• Achieve target SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
• Identifying potential major incidents and problems and highlighting them to management.
• Escalating incidents that cannot be resolved, to the next level of support in line with service level agreements (SLAs).
• Demonstrate effective soft skills, active listening skills and ability to empathize with customer's situation
• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team to promote a 5-star customer service.
• Promote teamwork and Service Desk success.

The Requirement:

• At least two years' experience in an IT performance analysis and end-user support role.
• Associate's or bachelor's degree in computer science, information systems, or similar is a plus.
• ITIL Foundation, IELTS, TOEFL Certification is an advantage.
• In-depth and current knowledge of computer programs, hardware, and business applications.
• Basic knowledge of Windows, MS Office 365, MFA, VPN, Citrix, Azure, Active Directory and Exchange Server related tools is a must/
• Proficiency in Service Now ticketing tool or other task management software.
• Skilled in balancing technical knowledge with customer service skills.
• Analytical and problem-solving skills.
• Collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.

WTW is an Equal Opportunity Employer