What are the responsibilities and job description for the Service Desk Analyst position at Cynet Systems?
Job Details
We are looking for Service Desk Analyst for our client in San Antonio, TX
Job Title: Service Desk Analyst
Job Type: Contract
Job Description:
Job Description:
- Must have a Great Customer Handling Skills.
- Good Probing Skills and demonstrated Empathy skills.
- Customer Service Orientated.
- Highly self-motivated and directed.
- Capable of Multitasking in a high pace environment, effectively and efficiently.
- Ability to learn new information quickly and the willingness to always do so.
- Build rapport and elicit issue details from end users.
- Ability to absorb and retain information quickly.
- Able to make sound decisions and work with minimal supervision.
- Excellent interpersonal skills to foster cooperation among users, support teams, and peers.
- Create Incident or Service Request tickets, logging all pertinent Information.
- Utilize the Knowledgebase/SOPs to respond accurately and effectively to requests or issue.
- Where SOP is not available/updated think out of the box and coordinate with concerned L2 to get the KBs created/updated, search online.
- Create and maintain documentation of procedures, tip sheets and other documentation as needed to provide efficient communication.
- Make decisions related to user queries in the absence of a supervisor.
- Experienced in resolving end user incidents and requests within agreed Service Level for First Call Resolution.
- Close the ticket with user confirmation when users are satisfied with the solution provided.
- The document notes in each ticket or updates worklogs correctly.
- Proper Categorization of tickets.
- Ensures Incidents and Service Requests are properly escalated and assigned to the appropriate support groups.
- Maintains ownership of Incidents or Service Request, ensuring status update and resolutions according to SLAs.
- Follow the escalation process.
- Provide input to Service Desk Management regarding Continuous Improvement opportunities.
- Follow the shift hand-over process.
- Achieve the targets which are set based on the standard KPI/Customer Metrics.
- Adheres to the organization s internal policies and procedures including shift schedule.
- Can drive company value and its methodology.
- Complies to regulatory requirements.
- Knowledge in Desktop and Application support troubleshooting.
- Remote Desktop Support.
- Networking concepts.
- Windows Operating System.
- Ms Office Products.
- Security Authentication - Cisco DUO, Google Authenticator, RSA SecurIDs.
- Adobe Acrobat and other common desktop applications.
- ITSM Tool experience Service Now.
- VPN (Cisco AnyConnect, Global Protect)
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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