Service Desk Analyst

About this role

• Be responsible for primary user support, Technical Service Desk and Incident Management Support
• Respond to queries from all calls, portal, emails, chats from the client
• Become familiar with each client and their respective applications/ processes
• Learn fundamental operations of commonly-used software, hardware and other equipment
• Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
• Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
• Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework
• Management of tickets (Incidents / Requests /Complaints) according to the performance indicators and SLA (Service Level Agreement) established at a process level: Responsible for the creation of work tickets/allocation of these ones/division on categories/their prioritization/monitoring/escalation/conclusion of these ones and obtaining of the feedback.
• Managing phone calls received from the customer by the application of the rules and specific provisions communicated to process level� solving the problems of a technical nature and following steps/stages for dealing with specific incidents reported at the level of process; compliance with all parameters and in compliance with the specifications communicated.
  
  
Incident Management / Major Incident Management


• Handling the communication and coordination with all the stakeholders during a MIM using the standard defined tools
• Follows the MIM processes designed for the customer
• Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
• Involves all relevant Resolver Groups and continue the discussions till the Major incident is resolved
• Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
• Ensuring the Major incident is handled within the SLAs agreed with the Customer
• Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
• Ensuring that all the resolution procedures are updated in the knowledge database / Work log
• Helps in training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents
• Logging the main events of the shifts according to the documentation that is required on the project
• Regular MIS & resolution log management on queries raised
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
• Identify and suggest improvements on processes, procedures etc.
  
Stakeholder Interaction

Stakeholder TypeStakeholder IdentificationPurpose of InteractionInternalTeam Lead ? Service DeskRegular reporting & updatesCore Service Delivery TeamFor adherence to SD SoWExternalClientsHandle issues/ queries/Major Incidents

Display

Lists the competencies required to perform this role effectively:


• Functional Competencies/ Skill
• Process Excellence - Ability to follow the Service Desk standards and norms to produce consistent results, provide effective control and reduction of risk ? Competent to Expert
• Domain Knowledge ? Knowledge of process/ domain managed ? Competent to Expert
  
Competency LevelsFoundationKnowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.CompetentConsistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.ExpertApplies the competency in all situations and is serves as a guide to others as well.MasterCoaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.


• Behavioral Competencies
• Effective Communication
• Detail Oriented
• Change Agility
• Client centricity
• Execution Excellence
• Passion for Results
  
Deliver

No.Performance ParameterMeasure1.Service Desk Delivery

Adherence to TAT, SLA as per SoW

Minimal Escalation

Customer Experience

Major Incident Management Experience will be plus


• Personal Attendance
  
  
Documentation etc.

TIS Service Desk