Service Desk Analyst

Job Description:

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.

Responsibilities:

1) 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.
2) Uses the appropriate CTI categories for logging incidents and requests.
3) 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.
4) Ensures the end-to-end customer experience and acts as a single point-of-contact for the
customer.

5) 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.
6) Gains knowledge on applications, processes, and support to increase ability to resolve requests on
first contact.
7) Provides after hours and on-call support as needed.
8) Adheres to and supports ITIL standards and procedures.
9) Adheres to Companies Code of Conduct and Mission and Value statements.
10) Flexible to perform other adhoc duties/shifts assigned as per operational requirement.

KNOWLEDGE, SKILLS & ABILITIES (Required):
Demonstrates and desire to learn processes, application, and technology.

Demonstrates good customer handling skills and techniques.
Good communication and negotiation skills.
Strong analytical and problem-solving skills.

Preferred:
Competency in MS Office O365 Suite.
ITIL Foundation certification (not Mandatory)
Prior experience in supporting customers in Technical Service Desk environment.
Prior experience voice, chat & email support.
Proficiency in using support software tools -Outlook,O365, Active Directory, VPN, Service Now,
Windows 8/10 and above, iOS & Android devices.

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