Service Desk Analyst

Join our dynamic IT Support team and become an essential part of delivering exceptional service experiences! We're looking for an enthusiastic IT Support Professional to help drive our commitment to excellence in end-user support.

What will you do:


* The Service Desk Analyst provides support for basic incident resolution and requests reported by APAC Schneider Employees.

Responsibilities include initial assessment, research, and resolution of basic incidents and requests regarding use of applications, software and infrastructure components.

The Service Desk Analyst would be responsible for collecting information through a customer conversation, probing, accessing support tools, and additional support teams if needed.

Problems beyond the scope of their ability or responsibility are resolved by engaging other support teams in a timely manner.

What will make you successful:


* Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desks or appropriate support teams to resolve incidents that are beyond the scope of their ability or responsibility.


* Uses the appropriate CTI categories for logging incidents and requests.


* Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.


* Ensures the end-to-end customer experience and acts as a single point-of-contact for the customer.


* Analyzes and resolves incidents and requests regarding use of application, software or hardware.

Logs and tracks incidents/requests from identification through resolution.

Follows up with other support teams involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.

Documents resolutions and updates self-help knowledgebase.


* Gains knowledge on applications, processes and support to increase ability to resolve requests on first contact.


* Provides after hours and on-call support as needed.


* Adheres to and supports ITIL standards and procedures.


* Adheres to Companies Code of Conduct and Mission and Value statements.


* Flexible to perform other adhoc duties/shifts assigned as per operational requirement.

What's in it for you:


* Opportunity to develop expertise across multiple technical domains


* Supportive environment focused on professional growth and skill development


* Chance to make a real impact on service delivery and user satisfaction


* Collaborative team atmosphere with learning opportunities


* Clear path for career advancement in IT support services

Let us learn about you! Apply today.

What's in it for you:


* Opportunity to develop expertise across multiple technical domains


* Supportive environment focused on professional growth and skill development


* Chance to make...