Service Desk Analyst

Job Title: Service Desk Analyst

Location: Plano, TX

Work Mode: Hybrid - 1 day in the office and 4 days working from home.

Job details:

Seeking a professional with a minimum of 12-18 months of Service Desk experience. Ideal applicants have the following qualifications and experience.

Possible career progression for right candidates.

Qualifications:

·Excellent Customer Service/Phone Skills

·Excellent Communication Skills - both written and verbal

·Tier 1 support for Enterprise/IT applications

·Experience of working within ServiceNow

·Understanding of ITIL practices

·Willingness to work in a 24/7 environment.

Responsibilities:

·To deliver a Tier 1 support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web, and chat.

·Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.

·Ensure Customer Service Level Agreements are met or exceeded.

·Respond to customer enquiries in a timely and efficient manner.

·Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format.

·Execute transactions as per prescribed guidelines and timelines.

·Ensure customer/user confidentiality and data protection at all times.