Service Desk Analyst

 Handle customer questions, incidents and service requests;
 Communicate in the language of the customer by avoiding technical terminologies and jargon;
 Gather information from customer by asking probing questions to analyze symptoms and identify underlying problem/s;
 Assess/determine impact and urgency of the incident to the customer and the business;
 Work to build cooperative relationships with customers;
 Give customers a realistic estimate of the time it will take to resolve an incident or request;
 Escalate ticket to the appropriate level 2 support team and ensure ticket hand off, whenever applicable;
 Log the ticket accurately with all the important information provided by the customer;
 Provide enough information about the customer’s issue in the ticket, prior to escalation, to ensure that the Level 2 support team can begin working on resolution for the customer;
 Demonstrate willingness to take ownership of the call by acknowledging the customer’s concern;
Diagnosis and Resolution
 Use all available resources (Knova, HPI.SME, etc.) to ensure consistency of resolution and avoid unnecessary escalations;
 Follows the correct troubleshooting steps to resolve password reset and account related concerns;
 Maintain and improve current technical skills, through regular training and coaching sessions;
Compliance to Company Standards
 Avoid and discourage the use of unprofessional language;
 Encourage good security practices, such as following secure password reset rules and PCI compliance standards
 Prevent unauthorized access to proprietary and sensitive company data by following procedures and requiring proper authorization prior to granting access;
 Discourage and report software piracy.