GSD - 002-Service Desk Analyst

Job Description Service Desk Analyst PURPOSE As part of IFS commitment to delivering moments of service, IFS is creating a Customer Service Desk that will be the single front door serving as primary point of contact for customers. The Service Desk therefore plays a critical role in forming customers perceptions of IFS and our services. In this critical role, the Service Desk is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the wider IFS organization and, whenever possible, providing a first contact resolution for customers. JOB INFORMATION Internal Job Title: Service Desk Analyst Department: Global Customer Services Reports To: Service Desk Manager SUMMARY The IFS Service Desk includes a dedicated Call Center and fulfils the following obligations: Clarifies the issue with the customer; provides a first contact resolution wherever possible; owns and manage each case, keeping on top of it and ensuring that resolver groups working on resolution through subordinate work items are engaged and making progress in reasonable and timely manner; provides a regular cadence of proactive updates to the customer in clear English language; responds to customer requests and queries; effectively manages customer expectations; sets the organizational standard for customer engagement serves as a communication channel between customers, partners and the wider IFS organization; and ensures that each case is concluded with the creation of a new knowledgebase article (KBA) or association with an existing one to facilitate future self service. ESSENTIAL DUTIES AND ACCOUNTABILITIES As a Service Desk Analyst, you will be responsible for receiving and managing resolution of reported issues and requests from IFS customers to deliver a level of service that fulfils our obligations and delights our customers. You will achieve this through: Discharging the duties outlined in the summary above; Triaging and acknowledging incoming cases; thorough and empathetic understanding of the issue being experienced by the customer through analysis of the information provide and requesting additional information if required; assessing business impact and urgency to accurately assign case priority; providing first contact resolution using your own experiences, technical skills and information sources available to you; identifying and initiating appropriate subordinate activities (Incident, SR etc) and assigning to the appropriate resolver groups effective collaboration with your colleagues and resolver groups within the IFS community to secure frequent meaningful customer updates and adherence to all relevant SLAs, SLOs and KPIs; Job Description Service Desk Analyst ensuring that each case is concluded with creation by the most appropriate IFS party of a new knowledgebase article (KBA) or association with an existing one to facilitate future self service; working to ensure the service desk is constantly developed and improved; possessing the personal competencies described below; and de escalating volatile situations directly with customers when things are not working OVERALL REQUIRED COMPETENCE Fluent interpersonal and communication skills in the English language, both written and verbal skills being essential to the success of this role; the ability to work well with others regardless of function; accepting of responsibility, accountability, and ownership; commitment to delivering on deadlines and other targets; a strong ability to be pragmatic, structured, forward thinking, and dependable; calmness under pressure; acting by example and setting the tone; understanding other parties needs and balancing stakeholders; managing own time efficiently and effectively; an ability to bring individuals across resolver grou