Service Desk Analyst

Your main responsibilities as Associate Consultant

• Service Desk Analyst are, but not limited to, the following: · First Point of contact: XXXX XXXX the first point of contact for users seeking assistance over the phone, email, chat, portal, or other case tracking system. · Issue Triage and Diagnosis: Receive, prioritize, and coming service requests and incidents. Gather relevant information from end-users to understand the nature of the problem and perform initial troubleshooting to diagnose issues. · Problem Resolution: Resolve technical issues promptly and efficiently, either by providing step-by-step instructions, troubleshooting guidance, or escalating more complex problems to higher-level support teams or technical specialists. · Ticket Management: Create, update, and manage service tickets or incident records in the IT service management (ITSM) system, ensuring accurate documentation of all interactions, resolutions, and follow-up actions taken. · User Training and Education: Assist end-users in utilizing IT systems, software applications, and hardware devices effectively by providing training, guidance, and self-help resources to enhance their technical proficiency and productivity. · Remote Support: Provide remote assistance to end-users by remotely accessing their devices or systems to troubleshoot issues, install software updates, or perform configurations as needed. · Hardware and Software Support: Install, configure, and troubleshoot hardware components (e.g., computers, printers, peripherals) and software applications if permitted. (e.g., operating systems, productivity suites, business applications) to ensure optimal functionality and performance. “Is to be a global world class end-to-end IT and business consulting services leader helping our clients succeed.” · User Account Management: Manage user accounts, permissions, and access rights in IT systems, including account creation, modification, reset password requests, and account deactivation in compliance with security policies and procedures. · Incident Escalation: Escalate unresolved or complex issues to higher-level support teams, technical specialists, or management according to defined escalation procedures to ensure timely resolution and minimize downtime. · Documentation and Knowledge Management: Document common issues, resolutions, troubleshooting steps, and best practices in knowledge base articles or FAQs to facilitate self-service support and assist other support personnel in resolving similar issues efficiently. · Customer Service Excellence: Provide courteous, professional, and responsive customer service to end-users, demonstrating empathy, active listening, and effective communication skills to ensure a positive service experience and client satisfaction.

Skills:

Analytical Thinking, Technical Analysis