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