Service Desk Analyst

Excellent opportunity to be part of our Service Desk L 1.5 team working at a key client office in Glasgow.

Role will require 24X7 shift working. 12 months fixed term employment .

Roles & Responsibilities:

• Resolve incoming incidents and requests based on agreed SLA (Service level agreement)s and goals
• Provide detailed documentation in ticket logging system
• Receive and handle customer problem escalations
• Take ownership and responsibility for problems for client's technical issues
• Increase knowledge base by passing new issue resolution information to Knowledge Administrator through the established Missing Knowledge process
• Promptly notify Critical Incident Management of high priority issues after collecting required information for escalation
• Maintain a high level of Quality Customer Service
• Perform advanced troubleshooting for issue resolution
• Mentor new team members by helping them on calls
• Perform SOP based troubleshooting to resolve customer's issues
• Working in 24x7 Shift operations

Key Skills and Experience:

• Good communication skills and customer management experience
• Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
• Good Analytical & Coordination skills are essential.
• Strong Customer service skills
• Good experience of managing VIP users.
• Has ability to resolve end user issue with minimal downtime
• Strong understanding of Computers and Trouble shooting skills required.
• Customer service orientation and ability to work in a team
• Good interpersonal and communication skills
• Customer service orientation and ability to work in a team
• Excellent Soft skill, Communications skills(Voice & Email) to handle global customers
• Strong keyboard skills
• Ability to perform in adverse situations
• Experience in 24x7 or Shift operations (Candidates earlier worked in international contact/call centers in a voice support process is preferred/must)
• Strong knowledge of Microsoft based operating systems with emphasis on Windows XP and Windows 7 mandatory Experience with using and troubleshooting Outlook 2010 within a network environment (permissions, calendar sharing, delegation) is mandatory
• Knowledge/exposure on ticketing tools ServiceNow, LogMeIn, SmartIVR etc
• Experience using and configuring processes within a modern IT System Management tool such as ServiceNow
• Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
• Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc)
• Troubleshooting skills on VPN connectivity, dial up , wireless routers
• Knowledge on active directory, domain controllers etc
• Exposure to password reset tools
• Troubleshooting experience using remote control tools
• Trouble shooting skills and experience in handling Exchange (outlook)/Lotus Notes environment.
• Resolution of Infrastructure, application issues by following SOP's and /or escalating to Resolver Groups
• Infrastructure Monitoring and SOP based resolution / timely escalations to resolver groups
• Application Monitoring and SOP based resolutions / timely escalations to resolver groups
• ITIL Certification preferred