Service Desk Analyst
📋 Role Overview & Responsibilities
Job Title: Service Desk AnalystJob details
Seeking a professional with a minimum of 12-18 months of Service Desk experience. Ideal applicants have the following qualifications and experience. Possible career progression for right candidates. Qualifications: Excellent Customer Service/Phone SkillsExcellent Communication Skills - both written and verbalTier 1 support for Enterprise/IT applicationsExperience of working within ServiceNowUnderstanding of ITIL practicesWillingness to work in a 24/7 environment
Responsibilities:To deliver a Tier 1 support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web and chat.Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive mannerEnsure Customer Service Level Agreements are met or exceededRespond to customer enquiries in a timely and efficient mannerEnsure appropriate documentation of the interaction on the customer’s account in the prescribed formatExecute transactions as per prescribed guidelines and timelinesEnsure customer/user confidentiality and data protection at all times
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This position is located in Plano, TX with potential relocation and sponsorship assistance depending on candidate qualifications.
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