[17890MSCRMCV] Service Desk Analyst in Austin, TX

Service Desk Analyst

Location: Austin, TX

Duration: 1 year

Interview: Phone

Summary:

The key objective of the Service Desk Agent is to respond to customer contacts (received by phone, email or incident management tool web interface) in a courteous, professional manner and to either resolve the incident or request or to log and refer the client's incident/request to the appropriate resolver team in a timely manner.  

Specific responsibilities are:

• Receive and respond to client incoming telephone calls utilizing standard customer service skills.
  
• Monitor and respond to client incoming emails using standard email etiquette and/or predefined standard email responses.
  
• Undertake initial diagnostics of incident or received service request, use available tools (knowledge management, remote control & incident management applications).
  
• Accurately record and classify all incoming incidents with the appropriate priority, category and incident summary details.  Attach emails, attachments or any other communication provided by the client.
  
• Follow all Service Desk processes and work instructions regarding the handling of all customers and incidents.
  
• Proactively flag incidents where no knowledge solution is found.
  
• Meet or exceed the level of service defined for each client when responding to all incoming incidents.
  
• Refer records to resolving teams in a timely manner.
  
• Reports to Service Desk Manager.

Profile of the candidate:

• Fluent in English.
  
• Ability to speak other languages (emphasis on Spanish) regarded as a plus.
  
• Excellent verbal and written communication skills.
  
• Professional telephone etiquette.
  
• Basic experience in Windows, MS Office, MS based applications.
  
• Basic IT technical support experience.
  
• Flexible, well-motivated team player, ability to work under pressure.
  
• Willingness/ability to work shift work
  

Thanks & Regards,

Divya

Sr. Resourcing Specialist

IDC Technologies, Inc.

1851 McCarthy Boulevard, Suite 116, Milpitas, CA - 95035

Phone : 408-868-5125

Fax : 408-608-6088

Email: divya.r@idctechnologies.com

Website:  www.idctechnologies.com

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