Service Desk Analyst, Goa, India

Description

This job is located in Goa, India. Only candidates living in these areas will be considered.

JOB SUMMARY

The primary purpose of the Service Desk Analyst is to handle client inquiries and resolve the client issues in a timely manner while providing outstanding customer service

PRIMARY DUTIES & RESPONSIBILITIES

· Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.

· Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with Intelliteach script, spelling, grammatical, and related guidelines);

· Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources

· Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools

· Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines)

· Escalate unresolved issues to the appropriate channels

· Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner

OTHER DUTIES

· Performs other duties as assigned by management

· Provide backup support to other team members

· Follow all quality, safety, and company guidelines to ensure a safe and productive work environment, and actively live the company values.

Requirements

· 2 years of general office experience

· 2 years of customer service experience

· Ability to type 30 WPM or faster.

· Ability to perform computer functions and to operate basic office equipment.

· Must be able to speak English clearly and be articulate via calls; be able to read and write English.

SPECIAL REQUIREMENTS SPECIFIC TO THE JOB

· Ability to work quickly, accurately, and with attention to detail in a high-volume environment.

· Must be punctual and have good, consistent attendance. Must also be available for overtime when required.

· Should demonstrate good listening skills and the ability to work well with internal and external customers.

· Must use good judgment, and be courteous and tactful in communications with others.

· Must be a team player and willing to offer assistance to others where and when needed.