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Job Location | Chennai |
Education | Not Mentioned |
Salary | Not Disclosed |
Industry | Education / Training |
Functional Area | Sales / BDNetwork / System Administration |
EmploymentType | Full-time |
POSITION TITLE: Senior Service Desk AnalystLOCATION: Chennai, IndiaREPORTS TO: Service Desk ManagerBUSINESS UNIT: Information ServicesPOSITION PURPOSE To provide an effective and efficient Service Desk service as a central point of contact between end users and the Information Services for the reporting and resolution of incidents and service requests. The Senior Service Desk Analyst role is responsible for the successful service delivery of their shift, successful shift handover and acts as the first escalation point for Service Desk Analysts providing advice and guidance as required.IDP SERVICE DESK VISION, MISSION & TEAM VALUES V ISION Provide a Customer focussed, single point of contact for IT Services, taking ownership of issues and requests, making the best use of people, tools and efficient processes to deliver useful, friendly support and advice to all our Customers (IDP Staff, IELTS Test Centres and IDP Clients).M ISSION IDP Service Desk mission is to effectively and efficiently provide access and availability to proper IT support services to the satisfaction of all its customers by providing an informative and supportive first point of contact, and to assist all our customers in making the best use of technology in their business roles and helping them to render great CUSTOMER EXPERIENCE to our STUDENTS and IELTS Candidates.SE R V ICE DESK TEAM VALUES Our core values, which form part of our team culture and have been incorporated into our day- to- day approach to service deliveryRespect and Integrity T eamworkQu a lity Service & PerformanceE ff icient and ProactiveKey ResponsibilityCall Management Call logging, classification, prioritisation and assignmentCase ManagementTrack and manage calls from receipt, to resolution, to closureEscalate any calls upon approach of, or passing, service level agreements or targetsPerform final closure of all incidents and ensure resolution steps are documented.MeasuresAchievement of SLAsPositive customer feedback and minimal management escalationsAudit and coaching resultsIncident & Request Management Resolution of IncidentsTroubleshoot incidents through telephone or remote support.Escalate incidents to other support groups where appropriate, in a timely mannerFulfilment of Service RequestsAD accounts and groupsAdd, change and deleteReset passwords & unlock accountsMap user drivesDeploy PC software via group policyProvide advice to users on Core PC applications, especially Office and OutlookEscalate service requests to other support groups where the Service Desk cannot fulfil the request (or part thereof)Provide user notifications and general announcements upon service degradation and outages (planned & unplanned)MeasuresAchievement of SLAsPositive customer feedback and minimal management escalationsAudit and coaching resultsSystems Operations Perform system checks and monitoring as documented by system administrators/ IT OperationsMeasuresSystem health and system events reported in a timely manner to IT Operations.Knowledge Management Contribute knowledge management articles to IS portal(s) for User and Technical SupportMeasuresNumber of articles authoredMost viewed or most useful ratingClient Relationships Respond promptly to any issues that directly impact the customers experienceEnsure a friendly, open, professional manner is maintained at all times.MeasuresClient feedbackTeamwork Actively develops and maintains strong relationships with key users and Information Services colleagues.Work closely with the other Service Desk Analysts and members of the Information Services team to effect process improvement.Contribute to a well- balanced team by participating in team goals, involving others when necessary and covering other team responsibilities when required.Contribute to a fun, supportive and enjoyable working environment.MeasuresAttendance and participation in meetingsPeer reviewAdministration Generate and analyse required IS metric reportsAssist with the communication, managing compliance with and maintenance of IDP s IT Policies and ProceduresMeasuresRequired reports generated accurately and on a timely basisIDP staff aware of IT Policies and ProceduresBusiness Acumen Demonstrate broad understanding of IDP s business.Constantly looking for opportunities to improve business performance through improvements to support processes.Recommend business decisions based on knowledge across and outside company of modern IS service management.MeasuresAppropriate assessment of business impacts of requests and incidents.Identifies opportunities to achieve efficiency gainsLeadership Show drive and initiative in dealing with support teams and the business to achieve business outcomes for IDPShow drive and initiative in resolving business problemsContribute to the provision of a safe work environmentDemonstrate and encourage appropriate behaviours within the team and externally (where appropriate) consistent with IDP approved valuesMeasuresRole is valued by the Support Services Manager and Other Senior Service Desk AnalystsRELATIONSHIPS InternalInformation Services Management teamInformation Services StaffIDP users worldwideExternalVendors and SuppliersExternal ContractorsCustomers and clients,
Keyskills :
idp ice slas tal logging map ielts steps drives access render checks closure