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Service Desk Agent

Company: Diverse Lynx
Location: Rosemead
Posted on: March 15, 2023

Job Description:

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 issues/requests.
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 it effectively.
Manage Service Documentation
Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware.
Analyst should possess the following qualities

  • Patience
  • Empathy
  • Active listening
  • Sense of urgency
  • Good interpersonal skills
  • Well-organized
  • Speed and accuracy
  • Creativity and flexibility
  • Good communication
  • Precise documentation

    Key Accountabilities
    " 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 networking, PCs).
    " 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 resolved.
    " Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
    " 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 service.
    " Percentage of customer problems resolved within required timescales.
    " 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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