Service Desk Analyst - Brooklyn, United States - Dentsu

Description

Job 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

Support and monitor all channels of engagement – phone, chat, virtual agent, self-serve, email

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 follow-up 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 desk-top 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