Service Desk Analyst

Summary:
A Service Desk Analyst plays a pivotal role in efficient handling of first responses, assignment of tickets and maintaining a high level of customer satisfaction. This dynamic professional collaborates with the service desk team, technical teams, and customers to address concerns and contribute to continuous improvement initiatives.

Responsibilities:
Service Desk Operations and Planning:

Provide timely and efficient assignment and 1st response on tickets.
Utilize the service desk tool to log and manage support requests, adhering to SLA guidelines.
Collaborate with technical teams to address complex issues and escalate when necessary.
Assist in the invoicing and reconciliation of billable requests.
Support the loading of SLAs and support bundles on the service desk tool.
Participate in resource scheduling for standby and desk duty.

Project Management and Coordination:

Assist in coordinating service desk projects to the correct teams.
Proactively identify opportunities for service desk improvement and efficiency enhancements stemming from Service Desk Projects

Customer Service, Communication and Collaboration:

Understand customer needs and effectively transfer requests to the appropriate teams.
Participate in customer meetings as required, providing support, and troubleshooting assistance.
Build and maintain positive customer relationships to ensure satisfaction.
Communicate proactively with team members, stakeholders, and customers.

Leadership and Management:

Assist in managing the service desk team, fostering a positive and collaborative work environment.
Participate in the onboarding and training of new team members.
Demonstrate leadership by taking ownership of service desk tasks and projects.
Collaborate with IT leadership to align service desk operations with broader organizational goals.
Participate in knowledge-sharing and brainstorming sessions.
Take initiative in suggesting improvements to service desk processes.
Participate in quality control of all work done at the service desk.

Process Improvement:

Participate in Implementing and enforcing service desk best practices, deployment standards, and guidelines.
Contribute to retrospectives and driving knowledge base adherence.
Provide insights into service desk process improvement endeavors.
Actively participate in ongoing assistance with the implementation of ITIL processes.

Compliance and Risk Management:

Assist in mitigating potential risks and security vulnerabilities within service desk operations.
Maintain strict adherence to data privacy and protection guidelines.

Reporting and Documentation:

Provide assistance in creating and maintaining comprehensive documentation for service desk activities.
Assist in the development of metrics and templates to evaluate technical support issues.

Qualifications and Experience:

Appropriate experience. (Minimum 1 years’ experience in the industry).
Certification in ITIL (Service Desk) – Preferred
Ability in following appropriate fault-finding methodologies to resolve issues.
Good customer facing skills.
Ability to manage help desk functions with tight SLA’s.
Ability to help customers and internal staff resolve problems.
Ability to work effectively with management and peers.

Personal Qualities:

Problem solving and decision making.
Business planning and management.
Customer relationship building.
Time management.
Excellent communication.
Analytical ability.
Accurate reporting.
Deductive reasoning.
Leadership qualities.
Negotiation skills.
Possesses good leadership qualities and communication skills in order to manage the help desk team.