IT Service Desk Analyst

Skills and Experience

• Handle calls, chats and emails for L1 Support\Triage without any deviation in
• SLA
• Ensure to read all the emails from the management and react/respond based on
• the urgency
• Escalate to Leads/Manager for help when required
• Create ticket for every interaction with user, if there is no already existing ticket
• Each ticket cancelled has got approval (NOT cancelling the ticket and then taking
• approval)
• Assign out of scope tickets to other resolver groups appropriately
• Responsible for Service ticket creation/ resolution/ assignment/ categorization/
• prioritization/ escalation/ tracking/ closure and feedback as per defined SLAs and
• KPIs
• Managing phone calls received from the client by applying the specific rules and
• 
  
• All the tickets owned are followed up daily through Skype, call and email.
• Update the tickets with appropriate notes
• Solving technical problems/incidents reported at the process level by following
• the specific steps and by being compliant with all the communicated parameters
• and specifications
• Incident Management
• Preparing the MIS incidents in accordance with internal requirements
• Redistributing the tickets that have not been resolved (when applicable)
• Routing / tracking the tickets allocated in the system or other PRGs
• Proactive actions in order to effectively manage the Service Now Queue
• Management
• 
  
• Public Problem Management
• Identifying the general tendencies at the call/ticket level and communicating the
• results to the supervisor in order to manage better the activity at the project level
• Creating additional tickets for simpler issues and connecting them to the parent
• tickets (which describe the general issue)
• Monitoring the case resolution and updating information
• Contacting the customer in order to confirm the encountered issues (where
• applicable
• Adherence to the quality standards communicated at the process level