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IT Service Desk L1 Analyst

IT Service Desk L1 Analyst

WTWPhilippines
1 day ago
Job description

Daily Activities :

  • Accept Inbound Calls / Chat / Self Service tickets according to agreed Service Level Target (SLT).
  • Record and process tickets following agreed process and procedures including but are not limited to :
  • Identify / Classify / Evaluate incident types, priority, and service interruptions
  • Records incidents by symptom and resolution
  • Perform customer call backs as required
  • Closing Incidents / Request with confirmation from customers
  • Using problem-solving and people skills to ensure swift resolutions to technical issues.
  • Triage, diagnose and perform basic troubleshooting on computer error messages and failures and resolve or make recommendations for resolution of Incidents and Request.
  • Utilize all technical tools / resources like remote management software to provide resolution in one call whenever possible.
  • Address user concerns regarding hardware, software, and networking
  • Account administration : new user requests, leaver requests, password requests etc.,
  • Timely ticket routing to next team when first attempt to resolution failed and follows defined exceptions.
  • Coordinates with L2 / other support team when applicable.
  • Handles Special Projects as applicable and process Software Installation Request
  • Escalate issues to next level support if needed

Business Value :

  • Consistent and quality service delivery of end user support and request fulfillment
  • Efficiency and cost savings. Service Desk can resolve those minor issues themselves, giving more bandwidth for next level of support to deal with the more complicated ones.
  • Driver of great customer experience.
  • Ability to quickly adapt to business requirements and provide effective and efficient solutions.

    • The Role :

  • Perform customer support to client via telephone, chat, self-service tickets etc…
  • Resolving the issues through phone, chat and self-service communication channels
  • User Account management such as password resets, account unlock, assigning permissions, for reported incidents and requests.
  • Provide connectivity support for home users which includes network routers, Citrix, Virtual Technologies, MFA and VPN
  • Providing support for Microsoft Office 365, Windows, Chrome device, printer, mobile etc.,
  • Help resolve software and technical questions for the customer efficiently and effectively
  • Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
  • Effectively manage length of calls, handle time, and after call work.
  • Manage customer expectations regarding estimated response times for issue resolution.
  • Achieve target SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
  • Identifying potential major incidents and problems and highlighting them to management.
  • Escalating incidents that cannot be resolved, to the next level of support in line with service level agreements (SLAs).
  • Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
  • Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team to promote a 5-star customer service.
  • Promote teamwork and Service Desk success.
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    Service Desk Analyst • Philippines