Service Desk Analyst

Job Title: Service Desk Analyst

Location: Plano, TX

• Work Mode: Hybrid - 1 day in the office and 4 days working from home.
• Job 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 Skills
• ·Excellent Communication Skills - both written and verbal
• ·Tier 1 support for Enterprise/IT applications
• ·Experience of working within ServiceNow
• ·Understanding of ITIL practices
• ·Willingness 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 manner.
• ·Ensure Customer Service Level Agreements are met or exceeded.
• ·Respond to customer enquiries in a timely and efficient manner.
• ·Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format.
• ·Execute transactions as per prescribed guidelines and timelines.
• ·Ensure customer/user confidentiality and data protection at all times.