What are the responsibilities and job description for the Service Desk Analyst position at Noblesoft Technologies?
Job Title : Service Desk Analyst
Location : SAN ANTONIO TX Onsite
Mode : Contract 6 Months)
Position Requirements
- MUST Have have Good English Communication and Conversation Skills (Verbal and Written)
- MUST have a Great Customer Handling Skills
- Good Probing Skills and demonstrated Empathy skills
- Customer Service Orientated
- Highly selfmotivated 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 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
- Document notes in each ticket or update 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 resolution according to SLAs
- Follow the escalation process
- Provide input to Service Desk Management regarding Continuous Improvement opportunities
- Follow the shift handover process
- Achieve the targets which are set based on the standard KPI / Customer Metrics
- Adheres to the organizations internal policies and procedures including shift schedule
- Can drive company value and its methodology
- Complies to regulatory requirements
Technical Knowledge & Skills
Key Skills
Editorial,Catering,B2C,Camp,Computer Engineering
Employment Type : Full Time
Experience : years
Vacancy : 1
