Job Description: Role Overview: The Service Desk Analyst is the first point of contact for the users whocontactsour CPS Service Desk. While providing the highest level of customer service, the Service Desk Officer answers incoming emails, tracks all information in the ticketing system, uses existing knowledge along with their expertise to resolve Level 1 requests in a timely fashion. The Service Desk Officer escalates unresolvedproblem/issues/requests to the Level 2 and 3 support team. Troubleshooting basic end user issues on various Bureau Veritas applications. Duties and Responsibilities .Primary responsibility is user support and customer service. Being present and available to users requiring technical assistance on applications worldwide. .Respond to questions from all emails and callers. .Follow standard Service Desk operating procedures accurately log all Service Desk tickets using the defined ticketing system. .Good problem solving skills ability to visualize a problem or situation and think abstractly to solve it. .Ability to handle constantly changing flow of traffic remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations. .Ability to think around problems and come up with creative solutions is helpful. .Ability to work with or without direct supervision. .Take ownership and responsibility of an incident from start through to a successful resolution .Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible .Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures. .Communicating with staff or clients through a series of actions, either face to face or over the telephone to resolve issues .Supporting the roll-out of new applications. .Setting up new users' accounts and profiles and dealing with password issues. .Responding within agreed time limits/SLAs to call-outs/tickets .Working continuously on a task until completion (or referral to third parties, if appropriate) .Prioritizing and managing many open cases at one time .Rapidly establishing a good working relationship with customers and other professionals/teams, e.g., software developers, operations. Skills/Experience: .Should be Graduate (B Sc./BCA/MCA/B Tech.) .Exceptional interpersonal skills, with a focus on listening and questioning skills. .Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues .Good understanding of design SQL .Experience of using SQL Developer .Excellent verbal & written communication skills. .Perform post-resolution follow ups to help requests. .SLA knowledge to manage end user expectation. Skills/Experience: (Desirable) At least 1-2 years of experience in SQL and working with Structure Query language
