The Service Desk Analyst will be responsible for providing consistent high quality first level customer service and technical support for Baker and McKenzie’s applications and systems.
Also responsible for resolving issues in a timely and efficient manner, and escalate to appropriate support groups when necessary.
Represent as a source of contact for users needing technical assistance.
Provide level 1 initial assessment and troubleshooting of inbound issues.
Back-up QA in the absence of a Team Lead or Supervisor.
Answers end-users’ queries when possible and appropriate.
Record, track and monitor incidents and service requests following the defined Incident Management Process. Provide an accurate record of each incident description and resolution.
Manage resolution of issues efficiently and professionally. Monitors on-going jobs and ensures immediate resolution of the reported problem.
Liaise between end user community and technical teams towards resolution of the reported problem.
Escalate incidents to the appropriate second level support team and coordinate support for unresolved technical issues, following defined escalation procedures.
Follow up on SLA breach notifications.
Provide on-time status and communication to end users regarding outstanding and resolved incidents.
Proactively increase the efficiency of the day-to-day operations by suggesting improvements regarding tools and processes.
Maintain a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading and participating in projects and improvement initiatives.
Communicate to management on high-impact operational issues.
Follow Service Desk procedures, policies and processes diligently and accurately.
Provide back-up support for other team members, as required.
Perform any other project or tasks assigned by management
Skills and Experience :
Good prior technology Service Desk experience in a problem-solving capacity.
Good experience with incident management tools.
Good process methodology experience
Excellent verbal, written, communication skills.
Must be able to speak and write fluent English with advanced grammar and composition skills
Excellent Customer Service skills.
Thoroughness in terms of following defined processes diligently and accurately.
Drive and ability to see problems through to resolution
Well-developed inter-personal skills and ability to work in a team environment.
Ability to quickly learn and understand new technology and applications.
Has initiative, sense of responsibility and commitment to work
Willing to work overtime as necessary
Willing to work on shifting schedule
Able to work in fast paced, stressful environment