Description
Service Desk Analyst: Remedy, Level 1, Tickets, Support Analyst
My client, a world renowned global organisation based in Prague is seeking a Service Desk Analyst with experience with Remedy Service Desk tool.
Core Role Requirements:
Track and manage CDA Agreements. Align with Sharepoint admin. Manage manual submissions. Update Excel tracking spreadsheet as needed - for daily presentation. Handle exceptions or issues by contacting and assisting customer.
Use reporting capabilities of global service desk tool (Remedy). Run daily reports. Analyze trends. Track and aid in resolution of Incidents by contacting solver groups. Identify gaps in support.
Align with ERP/HRIT ticket tracking systems - for daily aggregate input into overall call volume and analysis
Identify/assist with resolution - on non-resolved tickets
Report on solutions to Integration Related tickets - where solution is not already available via Knowledgebase articles. Suggest new Knowledge base articles.