Job Responsibilities
A service desk analyst is an information technology (IT) professional who helps users resolve issues on computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. They also work closely with other IT department personnel to aid on tasks that are outside the scope of their knowledge or expertise.
The Service Desk provides a single point of contact for all IT-related problems and inquiries. Service Desk takes responsibility for the total end-to-end management of all calls (from the initial contact until the call is closed) and provides End to End Tier 1 Incident Management support for all Prudential infrastructure-related problems and queries.
Provides technical support to the organization's internal users of the Prudential related applications and hardware (e.g., PCs, servers, databases).
Monitors tickets within the Service Desk Queues and ensures tickets are attended to in a timely manner.
Attends to queries that fall within the scope of the Service Desk.
Collaborates with network services, software systems engineering, and/or application development to restore service and/or identify problems.
Keeps up to date with changes in the IT systems of the client and industry.
Provides remote installation of hardware, software, and applications or upgrades on clients' systems where appropriate.
Provides input to resolve end-user complaints and dissatisfaction issues.
Maintains good and constructive relationships with clients and ensures client requirements are met within the agreed timescales.
Provides technical input to projects as requested.
Qualifications
Bachelor's degree in relevant field.
Skills
Keeps up to date with new and emerging technologies.
Awareness of the process/procedure for center/respective accounts and adhering to designated objectives/regulations.
Attentiveness to center/individual KPIs and ensuring to achieve objectives given.
Proposes suggestions for team/ center improvements.
Readiness for cross-support and working extra hours based on the business requirements.#J-18808-Ljbffr