IT Helpdesk Analyst - Female

Key Skills Required
Excellent English Verbal and Written comms. Must have Grammar and Sentenceconstruction skills as every single ticket needs email drafting to Clients/Users. Must have Calls, Emails and Chat etiquette to manage Users professionally. Must have International Inbound Call handling experience along with Email and ChatSupporting skills (Preferably UK). It must be technical troubleshooting relatedexperience. IT Support experience is must (Calls, Chats and Emails). Must have worked in fast paced IT environment with capability to resolve ticket in atimely manner. Application Support is an added advantage. Candidates with Desktop support, networksupport, server support, infrastructure support & cloud support experience arewelcomed.Must have the ability to navigate through multiple web applications while assisting Users. Ability to prioritise and manage workload. Experience using Microsoft Office Suite. Must have Incident Management knowledge. Responsibilities Must address all the queries raised by external/internal Users via all mediums like Calls,Emails and Chats. Should also be using Teams or other internal tools available forremote sessions when needed. Should find the root cause of the issue and resolveevery single issue raised by the User in a professional manner. Should follow the process guidelines, SLAs and TATs set by the Organisation. Must learn all the Processes that include various Product versions, Web Adminnavigations, Jira, Confluence, etc. Must have the ability to use multiple applications atthe same time to assist Users and resolve their issues. Must take the complete ownership of every ticket assigned to the individual. Ownershipof ticket processing includes initial response, follow-up, troubleshooting, liaising withother Departments to provide a complete and accurate information/resolution toUsers. Same goes with reopen cases.Must be flexible to attend all training sessions and clear assignments/pass exams asassigned by the Reporting Manager or the Organisation (Meta-compliance, ITIL, etc). Should utilise the resources appropriately to contact the User. Example Should prefercalling the User as the first mode of contact followed by emails. Must be available forremote sessions to investigate User issues. IT Analyst must analyse every single ticket and identify the appropriate root cause usingvarious applications and tools provided. Should work on colleagues Tickets in theirabsence. Should keep Reporting Manager updated of their ticket status at regular intervals. Mustraise relevant queries to the second line of support when needed (non-accessiblefields). To accurately log all customer interactions appropriately in the Organisations ticketingtools (Jira). Must prepare Training notes, Flow charts and any other task assigned by the Trainerduring training. Should have working knowledge of MS office and be ready to work onbasic reports needed. Must answer continuous calls (back-to-back) without compromising on quality. Must attend Emails, Chats and Calls simultaneously. However, can focus on one at atime when on Calls or Chats (Calls and Chat interactions will always be direct from UKUsers). Should have the ability to manage multiple tickets concurrently. To carry out any other reasonable duties and responsibilities.