Service Desk Analyst
What you’ll do
· Be the first point of contact for our internal customers – by answering their questions, listening to what’s gone wrong for them, and improving their experience with technology.
· Capture and share the right information about customers’ problems in ServiceNow
· Work together and share insights with others in the team, especially at shift changes
· Work closely with the Operational Support and Operational Engineering Teams whenever you need their input on complex or high-risk problems
· Own your customers’ Incidents as if they were yours, always aim for service excellence – by frequent communication, setting expectations and working closely with other teams involved in problem-solving.
· Prioritise and sort out your customers IT issues according to our service level agreement
· Help the team to keep improving its service, by sharing your suggestions for raising first-time fix rates, improving customer satisfaction and reducing risk
· Keep up to date with changing security requirements
· Uphold our standards, processes and policies
The knowledge, experience and qualifications you need
· Any experience in excellent customer service no matter what industry
· Experience in handling calls to support customers and resolve issues with stipulated time
· Good with Microsoft-based operating systems, especially Windows 10
· Experience in handling AD account lockouts, Password resets, basic software installation requests etc.,
· Experience in using ServiceNow ITSM tool for logging tickets
· Knowledge, experience or a qualification in the ITIL Framework
· Experience of processes to keep improving service
The knowledge, experience and qualifications that will help
· Experience as a service desk analyst
· Experience of understanding customers, managing incidents and meeting business expectations
· Certification as a Microsoft Certified Professional (MCP) or equivalent
· A degree-level qualification in a computing or technical discipline
Skills
It Service Desk,Incident Management,Servicenow
What we believe:
We’re proud to embrace the same values that have shaped UST since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone, to champion diversity and inclusion, and to place people at the centre of everything we do.
Humility:
We will listen, learn, be empathetic and help selflessly in our interactions with everyone.
Humanity:
Through business, we will better the lives of those less fortunate than ourselves.
Integrity:
We honour our commitments and act with responsibility in all our relationships.
Equal Employment Opportunity Statement
UST is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.