Overview of Job Function :
The Service Desk Analyst provides support for basic incident resolution and requests reported to the division service desk.
Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and / or infrastructure components.
The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.
Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups, or the corporate service desk.
Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.
Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
Documents resolutions and updates self-help and staff knowledge bases.
Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
Provides after hours and on-call support as needed.
Maintains and protects confidentiality with regard to all aspects and employee information.
Adheres to Code of Conduct and Mission and Value statements.
Performs other duties as assigned
Provisions, maintains, and removes security privileges for users of existing service desk management systems.
Participates in development / review of division security processes / procedures under supervision of Service Desk Management.
Works with the division Service Desk and provides necessary security / tier 2 support.
Works with members of the desktop / network teams and other workgroups within Arcadis IT&S on projects and initiatives as needed.
Graduate of Bachelor degree in Computer Science / Information Technology or equivalent.
Excellent communication skills in English (Oral and Written).
1 3 years of experience in an IT, BPO and Shared Service.
Experience in using Ticketing Tools is an advantage.
KNOWLEDGE, SKILLS & ABILITIES
Demonstrated ability to learn customer support processes and techniques.
Strong analytical skills.
Ability to solve problems.
Competency in MS Office Suite
Competency in call center tracking tools Proficiency in using support software tools.
Prior experience supporting customers in use of application software.
Customer service orientation and / or prior customer service