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The Service Desk Analyst provides support for basic incident resolution and requests reported to the regional service desk.
Responsibilities:
- Act as a single point of contact and support internal staff via phone calls, emails, live chat and self-service tickets from internal staff regarding IT related issues and queries.
- 1st line support: troubleshooting of IT related problems
- Escalate unresolved issues / requests to the corresponding helpdesk (L2/L3 support)
- Take ownership of users' problems, follow up the status of problems on behalf of the user and communicate the status to users in a timely manner
- Update all taken actions and information into ticketing system in a timely manner
- To maintain a high degree of customer service for all support queries
- Maintain knowledge database to ensure all information is up to date
- Define new and improve existing processes and workflows
- Capable to manage projects, documentations or tasks given by the manager
- Responsible on managing end user online request forms
Requirement (Qualification/ Years Of Experience/ Skill / Knowledge)
- Fluent in English
- Excellent communication skills and telephone manner.
- Effective listening and attentiveness skills
- Excellent organizational skills
- Willingness to improve and to learn
- Customer service orientation and/or prior customer service training
- Banking experience will be advantageous but not mandatory
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