Service Desk Agent
Company: Diverse Lynx
Posted on: January 24, 2023
A Service Desk Analyst is a Single Point of contact for all IT
related issues and is responsible for providing customer support to
end users through Phone Calls, Chat Support and Email Support. As a
Service Desk Analyst, you'll troubleshoot customers issues and
collaborate with other support teams to help solve customer
Service Desk Analyst must perform multiple functions effectively
and efficiently. Duties of Service Desk Analyst may vary, but core
responsibilities include the following:
Manage Support Requests
A significant responsibility of Service Desk Analysts is to manage
support requests that can come through a range of networks, such as
email, chat, and telephone. They must document issue severity, and
they must utilize standard procedures to resolve issues. Analysts
must also maintain support tracking systems.
Resolve Technical Issues
Service Desk Analysts must resolve technical issues. In some
organizations, they resolve these issues remotely. For certain
common problems, such as installation and configuration problems,
they provide users technical documentation so that they can better
understand their systems.
Accelerate Complex Cases
Service Desk Analysts often must accelerate customer support
requests to higher-level IT support specialists if they are unable
to resolve a particular issue on their own. Analysts then provide
specialists with details about the issue so that they can resolve
Manage Service Documentation
Service Desk Analysts must maintain comprehensive records of issues
relating to both software and hardware.
Analyst should possess the following qualities
- Active listening
- Sense of urgency
- Good interpersonal skills
- Speed and accuracy
- Creativity and flexibility
- Good communication
- Precise documentation
" Technical Capability. Works under supervision, supporting
standard technical queries related to a single product/small set of
products (e.g. Microsoft products, operating system, basic
" Business Awareness. Develops an understanding of customer s
environment and service delivery requirements to enable the
delivery of a first class service.
" Process. Documents actions taken in resolving routine customer
enquiries ensuring established processes/systems are followed.
" Problem Solving. Takes ownership for listening to and
understanding basic customer problems asking relevant questions to
resolve typically known problems within required timescales. Knows
when problems are beyond them and escalates so they can be
" Service Level. Escalates issues as necessary to deliver required
service level and meet or exceed customer expectation/SLAs.
Monitors performance through statistical reporting and
" Team Working. Acts as a team player and is viewed by colleagues
as a helpful and effective member of the team.
" Personal Development Takes ownership of own development and has a
development plan in place.
Key Performance Indicators
" Feedback from customers, colleagues and team leads
" Technical assessments if applicable
" Evidence of sharing and re-use of knowledge.
" Correct management of processes followed to deliver the
" Percentage of customer problems resolved within required
" Meeting service level requirements.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All
qualified applicants will receive due consideration for employment
without any discrimination. All applicants will be evaluated solely
on the basis of their ability, competence and their proven
capability to perform the functions outlined in the corresponding
role. We promote and support a diverse workforce across all levels
in the company.
Keywords: Diverse Lynx, Rosemead , Service Desk Agent, Sales , Rosemead, California
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