Job Title

OVERVIEW:Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required.DESCRIPTION:- Deliver exceptional service and support to end-users using an online Service Desk ticketing system. - Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services. - Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it. - Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions. - Research required information using available resources. - Follow standard processes and procedures. - Identify and escalate priority issues to appropriate teams and resources, as applicable. - Accurately process and record the communication on the Service Desk ticket. - Where appropriate, offer alternative solutions to retain customers’ and clients’ business. - Organize thoughts and communicate verbal messages appropriate to listeners and situations. - Follow up timely and make callbacks as scheduled, where necessary. - Stay current with system information, changes, and updates. - Progress team members’ tickets during their absence or when progress is requested. - Report, to Senior Service Desk Analyst, on any process changes requested from a ticket for validation and communication. - Complete all other tasks deemed appropriate for your role and assigned by your manager/or on-floor supervisor.REQUIRED SKILLS:- Knowledge of customer service principles and practices. - Phone etiquette. - Effective listening skills. - Ability to speak and write clearly and accurately. - Multi-tasking capabilities. - Strong reasoning and analytical skills. - Knowledge of computer fundamentals, web applications, and troubleshooting skills. - Willingness to co-operate with others and work for the greater good. - Demonstrated proficiency in grammar and typing skills.REQUIRED EXPERIENCE AND QUALIFICATION:- Minimum Bachelor’s degree, or HSC, Diploma with equivalent relevant experience. - Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.DESIRED SKILLS AND EXPERIENCE:- An year of Phone or Email or Chat support experience in IT Service Desk or Helpdesk or Technical Support or US customer support experience - Work experience in the Pharma industry is a plus