Summary: A Service Desk Analyst plays a pivotal role in efficient handling of first responses, assignment of tickets and maintaining a high level of customer satisfaction. This dynamic professional collaborates with the service desk team, technical teams, and customers to address concerns and contribute to continuous improvement initiatives.
Responsibilities: Service Desk Operations and Planning :
- Provide timely and efficient assignment and 1st response on tickets.
- Utilize the service desk tool to log and manage support requests, adhering to SLA guidelines.
- Collaborate with technical teams to address complex issues and escalate when necessary.
- Assist in the invoicing and reconciliation of billable requests.
- Support the loading of SLAs and support bundles on the service desk tool.
- Participate in resource scheduling for standby and desk duty.
Project Management and Coordination :
- Assist in coordinating service desk projects to the correct teams.
- Proactively identify opportunities for service desk improvement and efficiency enhancements stemming from Service Desk Projects
Customer Service, Communication and Collaboration: - Understand customer needs and effectively transfer requests to the appropriate teams.
- Participate in customer meetings as required, providing support, and troubleshooting assistance.
- Build and maintain positive customer relationships to ensure satisfaction.
- Communicate proactively with team members, stakeholders, and customers.
Leadership and Management: - Assist in managing the service desk team, fostering a positive and collaborative work environment.
- Participate in the onboarding and training of new team members.
- Demonstrate leadership by taking ownership of service desk tasks and projects.
- Collaborate with IT leadership to align service desk operations with broader organizational goals.
- Participate in knowledge-sharing and brainstorming sessions.
- Take initiative in suggesting improvements to service desk processes.
- Participate in quality control of all work done at the service desk.
Process Improvement :
- Participate in Implementing and enforcing service desk best practices, deployment standards, and guidelines.
- Contribute to retrospectives and driving knowledge base adherence.
- Provide insights into service desk process improvement endeavors.
- Actively participate in ongoing assistance with the implementation of ITIL processes.
Compliance and Risk Management: - Assist in mitigating potential risks and security vulnerabilities within service desk operations.
- Maintain strict adherence to data privacy and protection guidelines.
Reporting and Documentation: - Provide assistance in creating and maintaining comprehensive documentation for service desk activities.
- Assist in the development of metrics and templates to evaluate technical support issues.
Qualifications and Experience :
- Appropriate experience. (Minimum 1 years experience in the industry).
- Certification in ITIL (Service Desk) Preferred
- Ability in following appropriate fault-finding methodologies to resolve issues.
- Good customer facing skills.
- Ability to manage help desk functions with tight SLAs.
- Ability to help customers and internal staff resolve problems.
- Ability to work effectively with management and peers.
Personal Qualities: - Problem solving and decision making.
- Business planning and management.
- Customer relationship building.
- Time management.
- Excellent communication.
- Analytical ability.
- Accurate reporting.
- Deductive reasoning.
- Leadership qualities.
- Negotiation skills.
- Possesses good leadership qualities and communication skills in order to manage the help desk team.
