.. including risk assessments, continuity strategies, and response procedures. Risk Assessment: Identify potential threats and vulnerabilities, conducting risk assessments to evaluate their impact on business operations. Disaster Recovery Testing: Plan, execute, and evaluate regular disaster recovery exercises .. read more
OVERVIEW Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Service Desk Analyst will assist Customers by performing the tasks requested through assigned escalated Service Request, Incident, and Changes. This role would be the on-floor assistance, the escalation point for Service Desk Analyst II and Service Desk Analyst in providing appropriate solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and informational queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required. DESCRIPTION · Deliver exceptional service and support to end-users using an online Service Desk ticketing system. · Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services. · Timely Identify, escalate, communicate and drive all Priority 1 Incidents till Closure. · Perform initial review of new tickets, advance analysis, research, exhaust, and document the test and troubleshooting steps accurately for further investigation based on the recorded information. · Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it. · Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions. · Review Open tickets queue, handover, tasks, and tickets are distributed evenly for its timely progress, and set practices followed by all the members without errors. · Recommend knowledge base articles on known scenarios to validate and make them available to needed audience. · Research required information using available resources. · Follow standard processes and procedures. · Identify and escalate priority issues to appropriate teams and resources, as applicable. · Accurately process and record the communication on the Service Desk ticket. · Where appropriate, offer alternative solutions to retain customers’ and clients’ business. · Organize thoughts and communicate verbal messages appropriate to listeners and situations. · Follow up timely and make callbacks as scheduled, where necessary. · Stay current with system information, changes, and updates and guide the team on how to avoid making errors while processing the relevant request. · Progress team members’ tickets during their absence or when progress is requested. · Report, to Senior Service Desk Analyst, on any process changes requested from a ticket for validation and communication. · Assist Service Desk Analysts in answering complex requests, bulk tasks needing additional team members, or with prompt ticket closure. · First Point of contact for Service Desk Analyst. · Report errors observed in tickets, and process gaps, to Manager or on-floor supervisor. · Complete all other tasks deemed appropriate for your role and assigned by your manager/or on-floor supervisor. REQUIRED SKILLS · Efficient with timeliness and prioritization. · Knowledge of customer service principles and practices. · Phone etiquette. · Effective listening skills. · Ability to speak and write clearly and accurately. · Multi-tasking capabilities. · Strong written communication and analytical skills. · Knowledge of computer fundamentals, web applications, and troubleshooting skills. · Willingness to co-operate with others and work for the greater good. · Demonstrated proficiency in grammar and typing skills. · Proactive in assisting team members. REQUIRED EXPERIENCE AND QUALIFICATION · Minimum Bachelor’s degree, or HSC, Diploma with equivalent relevant experience. · 5+ years of experience with 3+ years of Phone and email support experience in IT Service Desk or Helpdesk or Technical Support with global customers. · Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite. · Able to manage Severity Incidents and escalations independently. DESIRED SKILLS AND EXPERIENCE · Awareness of ITIL (Information Technology Infrastructure Library) Practices. Work experience in the Pharma industry is a plus