Job Description :
Help Desk Analyst – L1.5

Responsibilities:
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end usersClassify Service Calls according to the specified options
Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles
Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution
Use the ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention's
Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
Troubleshoot client software and basic network connectivity problems remotely using Bomgar
Identify, evaluate and prioritize customer problems and complaints
Participate in on-going training and departmental development
Maintain quality standards for incident documentation and phone calls
Skills
*
Customer-focused
Thorough knowledge of troubleshooting remote access issues
Excellent communication skills, (active listening skills)
Able to articulate and speak with clear voice
Diplomatic and must have interpersonal skills
Able to understand the business’s objectives
Able to understand and accept that the Customer’s issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field
Must have empathy with end users
Team player
Professional code of conduct
Must have a good understanding of the organization
Must have basic technical knowledge of all technology used for the business processes.
Able to deal with stress
Good writing techniques (English)
Good phone techniques (English
Responsibilities and Duties
Responsibilities:
Accept & registers Service Calls
Classify Service Calls according to the specified options
Execute 1st attempt to solve the Service Call
Refer Service Call to the appropriate Resolution Owner Support Group
Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself
Escalate to the appropriate management level when thresholds are violated.
Close Service Call
Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
Report about Service Calls
Communicate response times for dispatched tickets to the customers
Manage the entire service request process ensuring adherence to SLA
Execute service requests such as setting up NT/Outlook accounts as per the SLA
Process and send IT reports
Required Experience, Skills and Qualifications
Tech Skills
Technical helpdesk or technical call center experience is necessary.
Disciplined, systematic problem solving skills required.
Hands-on work experience with the following:
Windows Operating systems
Clients: Windows7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008,
Knowledge of Active Directory, Exchange 2003/2007
ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
User account creation for Active Directory, Exchange Mailboxes, Distribution lists
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
Internet browsers (e.g. Explorer, Chrome, Firefox),
VPN and remote dial-in user s
Support for laptop, desktops, and printers
PDA and blackberry support
Others: Adobe Acrobat and other common desktop applications like Winzip, etc
Experience:
Helpdesk: 1 year (Required)