Service Desk Analyst

You will be working under general supervision in a 24/7 online Service Desk (Semi-Technical) where you will assist customers by performing tasks requested through assigned Service Requests, Incidents, and Changes. Your responsibilities will include providing detailed analysis, guiding users through step-by-step solutions, setting up workspaces, modules, features, configuration validation, user access administration, and assisting with application-related issues. Your support will involve communicating solutions in a user-friendly and professional manner to ensure customer satisfaction. Your main duties will involve delivering exceptional service and support to end-users using an online Service Desk ticketing system. You will interact with customers to provide information on IT products and services, gather detailed information to determine requirements, diagnose and resolve application and software issues, research information using available resources, follow standard processes, and escalate priority issues to appropriate teams. Additionally, you will process and record communications accurately, offer alternative solutions where necessary, communicate effectively, stay updated with system information, and assist team members during their absence. To excel in this role, you should have knowledge of customer service principles, effective phone etiquette, strong listening skills, clear communication abilities, multitasking capabilities, reasoning and analytical skills, computer fundamentals, web applications, troubleshooting skills, and proficiency in grammar and typing. You are expected to have a minimum Bachelor's degree or equivalent relevant experience, as well as basic knowledge of computers, the internet, browsers, and MS Office Suite. Desirable skills and experience include at least one year of experience in Phone, Email, or Chat support in IT Service Desk, Helpdesk, Technical Support, or US customer support. Previous work experience in the Pharma industry would be considered a plus. Your role will involve providing critical support to end-users, resolving issues promptly, and ensuring customer satisfaction through effective communication and problem-solving skills.,