Service Desk Analyst

Job Description:

• Knowledge of Service Desk Roles and responsibilities.
• Minimum 2–3 years’ experience in a Service Desk Analyst role / IT Support in a global organization.
• Monday to Friday 5 am cst to 5 pm cst (8 hrs shift)
• Delivering customer service through multiple channels including Inbound and Outbound calls, chat and self-service 

Behavioral Skills & Attributes:

• Client centricity and communication skills
• Execution excellence, Hands-On Approach
• Problem Solver & Good at Decision Making
• Collaborative Working attitude. 

Role & Responsibilities:

• Identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions
• Support problem identification
• Advise users on appropriate course of action
• Monitor issues from start to resolution
• Escalate, if needed, unresolved problems to a higher level of support
• Managing one or more customer service or service desk functions.
• Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services.
• Delivering customer service through multiple channels including calls, chat and self-service
• Continuous Service Improvement.