Description
Service Desk Analyst - Long-term - 1 year+
Job Description: Service Desk Role
Location: Lithuania
Role: Service Desk Analyst
Rate: Local
Key areas of responsibilities
- Accept & registers Service Calls
- Classify Service Calls according to the specified options
- Execute FPoC attempt to solve the Service Call
- Refer Service Call to the appropriate Resolution Owner Support Group
- Tracks the progress of owned Service Call during entire life cycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
- Escalate to the appropriate management level when thresholds are violated.
- Close Service Call
- Communication (internally/externally) about Service Calls, eg, communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
- Report about Service Calls
- Manage the entire service request process ensuring adherence to SLA
Skills
- Customer-focused
- Excellent communication skills, (active listening skills)
- Able to articulate and speak with clear voice
- Diplomatic and must have interpersonal skills
- Able to understand the business's objectives
- Able to understand and accept that the Customer's issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field
- Must have empathy with end users
- Team player
- Professional code of conduct
- Must have a good understanding of the organization
- Must have basic technical knowledge of all technology used for the business processes.
- Able to deal with stress
- Good writing techniques (English)
- Good phone techniques (English)
- Others: Adobe Acrobat and other common desktop applications like Winzip, etc
Apply for immediate consideration.