Service Desk Analyst

Essential Duties and Responsibilities

Work as part of the Shift system on the IT Service Desk

Receives and handles requests for service, following agreed procedures.

1st line support: troubleshooting of IT related problems

Promptly allocates calls as appropriate.

Logs incidents and service requests and maintains relevant records: Identifies and classifies incident types and service interruptions

Records incidents cataloging them by symptom and resolution

Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.

Monitoring queues to ensure SLAs are maintained.

Assigning the tickets which are out of scope to Service Desk/Other Teams

Coordinating tickets that cross organizational boundaries to ensure customer satisfaction

Skills required

• Technical Service Desk background
• Familiarity with ServiceNow
• Multi-Lingual effective and fluent communication in language(s) (Native/almost native) English, Spanish and Italian
• Excellent Customer service skills.
• Demonstrate ability to troubleshoot and research application issues.
• Ability to explain technical information to End Users with effective verbal and written communication.
• Be able to set priorities and handle multiple tasks.
• Ability to determine the priority of a problem and act accordingly.
• Adhere to Service Desk processes and procedures.
• Present a positive, effective, and flexible contribution to achieving team targets and objectives.
• Highly effective Team player: Openly and willingly shares ideas, knowledge, and expertise.
• Communicates constructively.
• Willingness to learn new skills and be open to consider different ideas and alternatives.