The core responsibility of this role is to resolve technical issues and fulfil service requests as efficiently as possible or escalating, if necessary, while maintaining a high level of customer satisfaction. This role is a point of escalation for both our Level 1 Support Team and Joiners, Movers, Leavers Team, who you will work closely with to ensure we are consistently shifting knowledge and processes. Incidents and requests will be raised via a variety of channels and should be logged appropriately. In Head Office locations, in-person support is required, including in assisting with hardware support. This role is part of a collaborative and supportive team both in the region, and on a global level. On a rotational basis, 24/7 support is scheduled to ensure a consistent level of support for our users. The Service Desk Analyst will have effective communication and customer service skills and the ability to network and maintain relationships with other support teams.
Key Duties And Responsibilities
- Provide second-level support of incoming incidents and requests via various channels to ensure courteous, timely, and effective resolution of end-user issues.
- Adhere to the Standard Operating Procedures and best practices set within Service Operations and ETS
- Provide in person support in Head Office locations, performing hands-on fixes at the desktop level, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Diagnose and troubleshoot hardware and software issues related to desktops, laptops, printers, mobile devices, and other peripherals.
- Assist with the maintenance and administration of IT systems, including user account management and software installations.
- Facilitate hardware requests and ensure procedures are executed to keep asset management tools up to date
- Build and maintain advanced skillset/knowledge in troubleshooting, infrastructure, and application suite.
- Build rapport and elicit problem details from service desk customers.
- Prioritize incidents and service requests according to defined criteria and follow processes to ensure customer needs are met.
- Escalate incidents and requests to the next level of support with comprehensive work notes and troubleshooting steps performed
- Identify trends and contribute to finding solutions for problems or challenging issues
- Assist in managing major incidents with a focus on end user communications
- Receive and document knowledge/solutions from level 3
- Author, edit and review knowledge base articles following the KCS methodology for ETS team members and end users
- Promote knowledge sharing, including training for level 1 employees and cross-training peers.
- Identify opportunities to shift processes to the Level 1 team or to automate
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Drive best practices and encourage end users to utilize the tools and processes we have in place
- Provide suggestions for continual improvement.
- Participate in on-call rotation and after-hours support as needed
Requirements
- Minimum 2 years experience working in an onsite or desktop support role or similiar preferred
- Highly effective skills in communication and customer service with the ability to network and maintain relationships with other support teams
- Has sufficient communication skills for effective dialogue with customers, suppliers and partners. Ability to present ideas in business-friendly and user-friendly language.
- Is able to work in a team. Is able to plan, schedule and monitor own work within short time horizons. Demonstrates a rational and organised approach to work.
- Is fully aware of and complies with essential organisational security practices expected of the individual.
- Highly self-motivated and directed, with keen attention to detail.
- Able to prioritize and execute tasks in a high-pressure environment
- Experience working in a team-oriented, collaborative environment
- Experience administrating Active Directory, M365 (Azure AD, Onedrive, Sharepoint, Exchange Online, Teams, Intune, Autopilot, etc), video/web conferencing tools, desktop virtualization, software distributions, SSO, and other digital workplace tools), Genesys/Cisco Webex telephony.
- Experience managing IT hardware such as desktops, laptops, mobile devices, network devices, Multifunction printers
- Technical hands-on experience
- Experience in Powershell / Bash is preferred
- Knowledge of ITSM tools: ServiceNow, Freshdesk, etc
