Service Desk Analyst

Jira Service Desk

Preferred Skills and Proficiency Expectations

Customer Interaction Handling

Problem Solving Escalation Management

Data Quality

Service Level Agreement understandinghandling

Organization skills attention to detail and follow through to resolve any outstanding issues

Good technical aptitude with an ability to learn quickly

Time management and administrative skills

Written and verbal communication skills manage internal communications and externalclient communications

Discretion professionalism confidentiality and judgment

Computer literacy and working knowledge of Microsoft Office Windows Printers Phones

Team player with interpersonal skills

SelfMotivated positive attitude and approach

Flexibility to take on additional responsibility and tasks when required

Flexibility to do overtime when required

Key Responsibilities

Receives and logs internal andor external customer problemrequestissue and ensures proper documentation

Performs customer requestproblem identification and follows defined procedures to resolve correctly Documents troubleshooting efforts and customer information in data capture tool and when required transfers call or promptly notifies responsible party for resolution

Performs incident notification and escalation to ensure problemsrequestsissues are communicated effectively and receive proper management attention

Develops and maintains knowledge of customer specific business environment

Develops and maintains an understanding of customer Service Level Agreements and departmentsproducts key performance requirements

Develops and maintains product knowledge industry knowledge and business and professional skills by participating in onthejob training and classroom training

Shares information required for the team to be successful

Demonstrates understanding of the customers business needs or market and maintains high customer satisfaction ratings

Develops and maintains incident management and knowledge management tools client information systems and service desk procedures

Seeks opportunities to improve knowledge skills and performance by reviewing knowledge base content practicing skills and being receptive to coaching and constructive feedback

May perform follow up on incidents with customer to ensure customer satisfaction

May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction

May take accountability for effectively handling senior level escalations or customer complaints received via various sources

May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement

May complete and resolve noncall customer contact requests received by web or email

May deliver new hire training and refresher training