Senior Service Desk Analyst

Overview:
Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Service Desk Analyst will assist Customers by performing the tasks requested through assigned escalated Service Request, Incident, and Changes. This role would be the on-floor assistance, the escalation point for Service Desk Analyst II and Service Desk Analyst in providing appropriate solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and informational queries.

Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.

Description
Deliver exceptional service and support to end-users using an online Service Desk ticketing system
Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services
Timely Identify, escalate, communicate and drive all Priority 1 Incidents till Closure
Perform initial review of new tickets, advance analysis, research, exhaust, and document the test and troubleshooting steps accurately for further investigation based on the recorded information
Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it
Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions
Review Open tickets queue, handover, tasks, and tickets are distributed evenly for its timely progress, and set practices followed by all the members without errors
Recommend knowledge base articles on known scenarios to validate and make them available to the targeted audience
Research required information using available resources
Follow standard processes and procedures
Identify and escalate priority issues to appropriate teams and resources, as applicable
Accurately process and record the communication on the Service Desk ticket
Where appropriate, offer alternative solutions to retain customers' and clients' business
Organize thoughts and communicate verbal messages appropriate to listeners and situations
Follow up timely and make callbacks as scheduled, where necessary
Stay current with system information, changes, and updates and guide the team on how to avoid making errors while processing the relevant request
Progress team members' tickets during their absence or when progress is requested
Report, to Senior Service Desk Analyst, on any process changes requested from a ticket for validation and communication
Assist Service Desk Analysts in answering complex requests, bulk tasks needing additional team members, or with prompt ticket closure
First Point of contact for Service Desk Analyst
Report errors observed in tickets, and process gaps, to Manager or on-floor supervisor
Complete all other tasks deemed appropriate for your role and assigned by your manager/or on-floor supervisor

Required Skills
Efficient with timeliness and prioritization
Knowledge of customer service principles and practices
Phone etiquette
Effective listening skills
Ability to speak and write clearly and accurately
Multi-tasking capabilities
Strong written communication and analytical skills
Knowledge of computer fundamentals, web applications, and troubleshooting skills
Willingness to co-operate with others and work for the greater good

Demonstrated proficiency in grammar and typing skills
Proactive in assisting team members

Required Experience and Qualifications
Minimum Bachelor's degree, or HSC, Diploma with equivalent relevant experience
5+ years of experience with 3+ years of Phone and email support experience in IT Service Desk or Helpdesk or Technical Support with global customers
Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite
Able to manage Severity Incidents and escalations independently

Desired Skills and Experience
Awareness about ITIL (Information Technology Infrastructure Library) Practices
Work experience in the Pharma industry is a plus