Service Desk Analyst - New York, United States - dentsu

dentsu
dentsu
Verified Company
New York, United States

1 week ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

As a remote Service Desk Analyst you will support the operational execution of the Global Service Desk to ensure dentsu provides exceptional Customer Service.

You will report to the Operations Lead.


Responsibilities

  • Initiate the procedure for handling detected incidents and help investigate problems and other requests for support. Monitor progress of requests for support and keeps users abreast for support. Includes making initial diagnosis of any problems and advise on known solutions, where applicable, providing information on updates, known errors, changes in availability. Maintain incidents records throughout the life cycle.
  • Notes problems and identifies performance trends with assistance from colleagues. Help us take the corrective action to improve performance and to avoid recurrence of the same problems.
  • Respond to requests for assistance by providing information to enable callers to solve simple and routine issues. Maintain accurate log entries of contact with resolution details and followup information. Allocates unresolved calls following established escalation procedures. Maintain related logs and advise users of actions taken.
  • Provide advice to users on systems, products and services which are available to them and provide information on updates, known errors, changes in availability, new facilities to assists users in making more helpful use of desktop systems, products and services.
  • Escalate Major Incidents to the team leads and Service Desk Manager, ensuring communication to other team members is delivered promptly
  • Help maintain the service desk support tools, to meet Customer and IT Services needs
  • Support both positive and negative customer satisfaction results against quality assurance measures
  • Train, support and mentor other member of the team, and provide training to new starters

Qualifications

  • Excellent Customer Service experience
  • Work systematically and adhere to stated operating procedures.
  • ITIL certified to Foundation level is desirable

Additional Information
LI-LC1 #LI-Remote


About dentsu


We are champions for meaningful progress and we strive to be a force for good—for our people, for our clients, for the industry and for our society.

We keep our people at the center, creating space for growth, understanding and learning so they can thrive.

We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment.

Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.

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