Helpdesk Analyst - ITIL

General Summary

· Responsible for assigning tickets to resolutions team and ensuring accuracy of all aspects ticket assignment for the team

· Responsible for scheduling and workload balancing for the team

· Responsible for co-ordination of tickets assigned to Resolution Teams; ensuring that all cases are closed within SLA.

· Responsible for effecting improvements and maintaining team quality metrics at the required level.

· Uses analytical skills to monitor trends and report on team quality metrics.

· Responsible for the continued improvement in team technical, troubleshooting, process and customer handling skills.

· Acts as a point of contact for both technical and non-technical customer escalations.

· Assists Service Desk Manager and Team Leaders with Problem Management by using analytical skills to monitor trends and report on team quality metrics .

Principal Duties and Responsibilities

Ø Provides second-level technical support

Ø Assigns incidents to appropriate resolution team and tracks through to completion

Ø Uses troubleshooting techniques and tools to identify technical defects/issues

Ø Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident

Ø Clearly and concisely logs and tracks details of solutions provided to resolve customer issue, maintaining and updating appropriate databases

Ø Consistently performs to set targets

Ø Identifies first-level support coaching and training needs, prioritises and delivers improvements.

Ø Acts as escalation point for first-level support

Ø Handles customer escalations and is responsible for team customer satisfaction targets.

Ø Adheres to documented daily quality metric processes

Ø Analyses and reports on trends in team quality metrics, identifying and driving improvement actions.

Ø Maintains expert knowledge of support tools/services/applications along with future industry products and technologies

Ø Complies with schedule adherence to ensure overall service level targets are achieved

Ø Identifies and provides input on unique or recurring customer problems

Knowledge, Skills and Abilities

Ø Expert knowledge of supported tools, services and applications.

Ø Expert knowledge of PC architecture/technology

Ø Expert knowledge of NTTD and customer supplied applications

Ø Expert knowledge of customer procedures

Ø Expert knowledge and understanding of policies and procedures and the ability to determine course of actions based on given guidelines

Ø Advanced ability to analyse and solve technical problems by investigating potential solutions using troubleshooting skills

Ø Expert knowledge of on-line tools

Ø Excellent organizational skills

Ø Excellent interpersonal skills

Ø Excellent telephone and customer handling skills

Ø Excellent verbal and written communications in English

Ø Advanced ability to handle stressful situations

Ø Advanced ability to deal professionally with irate customers

Ø Ability to learn new products and technologies

Ø Ability to identify performance & training gaps and recommend/implement solutions

Ø Ability to mentor and coach Agents

Competencies

· Integrity & Trust

· Customer Focus

· Problem Solving

· Drive for Results

· Listening

· Approachability

· Understanding Others

· Motivating Others

· Sizing up People

· Technical Learning

· Functional/Technical Skills

Education/Certification

Ø Certificate/Diploma in computing

Ø PC Maintenance Certification (A+)

Ø MCP Certification

Experience

Ø Minimum 12 Months experience in a similar role

Ø Minimum 12 - 18 Months in a Technical Support Associate 1, Dispatcher or equivalent role