Service Desk Analyst (enterprise Client) Job in Softobiz Technologies (p) Ltd

Service Desk Analyst

This position is primarily responsible for providing technical support to Blackwoods business users and stakeholders in a professional, timely and courteous manner so that end users can accomplish business tasks. This includes receiving, prioritising, documenting, and actively resolving end user help requests.

Operational Management

Field incoming help requests from end users via both telephone and ticketing system in a courteous manner.

Log all calls into the IT Service Management tool as per Service Desk call handling process. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue

Manage the relationship between Service Desk, internal customers and other WIS teams. Build rapport and elicit problem details from Service Desk customers.

Prioritise and schedule the resolution of incidents and fulfilment ofservice requests, providing point of escalation (when required) to the appropriate escalation team.

Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actionstaken, through to final resolution in the notes/update section of the service desk tool.

Identify and learn appropriate software and hardware used and supported by the organisation

Test fixesto ensure problem has been adequately resolved and ensure acceptance by the requestor

Coach usersin problem resolution and provide guidance on usage of IT services

Perform post-resolution follow-ups to help requests.

Develop help sheets and frequently asked questions lists for end users.

Schedule workload in accordance with SLAs and ensure timely escalation of issuesfor resolution including distribution of work load within Blackwoods.

Manage the progress of calls by means ofservice level escalation and taking appropriate action if calls exceed acceptable levels.

Professional and timely communication to end users when calls exceed SLA or when calls are to be resolved by support groups, appraising users of delays and difficulties in resolving calls and assisting in determining alternate courses of action.

Maintain current user details on the user database and populate the knowledge base as required.

Participate in On callsupport roster for critical business issues

Working as a collaborative team with othersupport analystsin assisting resolution of calls

Service Desk Service Level Agreement

Log 100% of calls received via phone, fax, e-mail and voice mail in the Service Desk tool.

Achieve a 95% SLA that survey recipients are satisfied or very satisfied with the service they receive from the Service Desk

Call abandonment rate no greater than 10%

75% of calls to be resolved at 1 st Level Achieve agreed IT Incident and Service Request SLAs

Licenses/Accreditations/ Memberships:

ITIL v3.0 Foundations Certified an advantage

Experience / Attributes

Demonstrable understanding of ITIL principles and processes

Experience with supporting Microsoft O365 desirable

Experience with supporting Microsoft Dynamics USD and Fin Ops

Experience with Payrollsystems, functionalskills desirable

Experience with application support, functionalskills desirable

Previous experience with Microsoft Office 2013, 2016/365 suite

Previously worked with ITSM ServiceNow

Great understanding Windows10 fundamentals

Knowledge of basic computer hardware

PC proficiency and familiarity with various software packages

Experience with desktop and server operating systems

Application support experience in a distribution business an advantage

Working knowledge of a range of IT diagnostic utilities.

Good understanding of the organisation s goals and objectives.

Exceptional written and oral communication skills.

Exceptional interpersonalskills, with a focus on rapport-building, listening, and questioning skills. Strong documentation skills.