Company
Pharma
ServiceDeskAnalyst
Neural analysis suggests this role is
optimal for entry candidates.
“Service Desk Analyst. Skills: Service Request management, Incident management, Change management, Customer support. Assist customers with tasks. Perform requested tasks”
Industry & Context.
Reasoning skills; Analytical skills
What They're Looking For.
Must Have
Bachelor's degree or equivalent experience, Computer fundamentals, Basic knowledge of Internet, Basic knowledge of Browsers, Basic knowledge of MS Office Suite
Nice to Have
1 year Phone support experience, 1 year Email support experience, 1 year Chat support experience, IT Service Desk experience, Helpdesk experience, Technical Support experience, US customer support experience, Work experience in Pharma industry
What You'll Do.
Assist customers with tasks
Perform requested tasks
Guide users through solutions
Set up requested workspace
Administer user access
Analyze user environment scenarios
Assist with application navigation
Communicate solutions professionally
Deliver exceptional service
Process information for inquiries
Gather detailed request information
Break down requirements into sub-tasks
Diagnose application issues
Resolve infrastructure issues
Resolve use case issues
Resolve software issues
Resolve internet connectivity issues
Resolve email client issues
Resolve browser issues
Research required information
Follow standard processes
Escalate priority issues
Process communication on tickets
Record communication on tickets
Offer alternative solutions
Make callbacks as scheduled
Stay current with system information
Progress team members' tickets
Report process changes
Complete assigned tasks
How You'll Work.
Team & Collaboration
Work for greater good
Communication Scope
Speak clearly; Write accurately; Verbal messages
Full Job Description
OVERVIEW Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a requested workspace, modules, features, configuration validation, user access administration, analyzing user environment scenarios, application-related issues, and assistance with navigation around application features, menus, and functional queries. Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required. DESCRIPTION * Deliver exceptional service and support to end-users using an online Service Desk ticketing system. * Interact with Customers to provide and process information in response to inquiries, concerns, and requests, about the range of offered IT products and services. * Gather detailed information around the request to determine the complete requirement and break it down into associated sub-tasks, sequences, and action for processing it. * Diagnose and resolve issues related to application, infrastructure, use case, and software issues involving internet connectivity, email clients, browsers, and more to provide relevant solutions. * Research required information using available resources. * Follow standard processes and procedures. * Identify and escalate priority issues to appropriate teams and resources, as applicable. * Accurately process and record the communication on the Service Desk ticket. * Where appropriate, offer alternative solutions to retain customers’ and clients’ business. * Organize thoughts and communicate verbal messages appropriate to listeners and situations. * Follow up timely and make callbacks as scheduled, where necessary. * Stay current with system information, changes, and updates. * Pr
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