Service desk Analyst

Overview

Service Desk Analyst responsible for first-line support on the client helpdesk, monitoring queues and resolving or escalating tickets to meet service levels.

What you'll do

• Monitor the client helpdesk, Monday to Friday, across shift patterns of 10am to 6pm UK time or 7am to 3pm UK time.
• Provide first-line acknowledgement and responses on all tickets.
• Provide first-line support, troubleshoot and diagnose issues.
• Contribute to the completion of the team's workload and reports.
• Share weekend duties with the team when required on IT maintenance weekends.
• Test that client environments are working as expected.
• Receive and complete service requests for client support.
• Further improve own skills and identify areas for improvement to processes and service.
• View the portal, queues, reports and SLA metrics within a service project.
• Support the Team Leader in the daily management of the helpdesk.

What you'll need

• Proven record of excellent quality and productivity.
• Good experience in Jira Service Desk tool.
• Great customer service and communication skills.
• Uses clear and concise speech to communicate effectively and is confident in delivery to others.
• Produces accurate and legible written work at all times.
• Excellent attention to detail.
• Excellent attendance and timekeeping.
• Uses straightforward personal planning to organise own work effectively.
• Knows where to find things and adheres to deadlines.
• Willingness to work extended hours or away from home base when required.
• Approachable and responsive to colleagues and users, with an open-minded and constructive approach to problem solving.
• Demonstrates effective and probing appraisal of situations and consults with relevant parties in resolving issues.
• Self-motivated, demonstrating tenacity and objectivity in problem solving.

Nice to have

• Experience in a similar role.

Details

• Location: Chennai - Unit 5.
• Permanent position.
• Occasional weekend work for both shift roles.
• Cab transport for staff working UK and US shifts.