About the job
As a Service Desk Analyst at TGS, you will play a crucial role in delivering exceptional customer support within our 24/7 online Service Desk environment. Under general supervision, you will assist users by addressing their requests related to Service Requests, Incidents, and Changes through detailed analysis and step-by-step guidance. Your responsibilities will include setting up workspaces, validating configurations, administering user access, and troubleshooting application-related issues.
You will effectively communicate solutions in a professional and user-friendly manner, ensuring that our customers receive the highest level of service.
KEY RESPONSIBILITIES
Provide outstanding support to end-users via an online Service Desk ticketing system.
Engage with customers to process their inquiries and concerns regarding our wide range of IT products and services.
Gather comprehensive information to fully understand requests, breaking them down into manageable tasks for efficient processing.
Diagnose and resolve issues related to applications, infrastructure, internet connectivity, email clients, and more.
Utilize available resources to conduct necessary research to assist users effectively.
Adhere to established processes and procedures to ensure consistency and quality in service delivery.
Identify and escalate priority issues to appropriate teams as necessary.
Document all communications accurately in the Service Desk ticketing system.
Proactively suggest alternative solutions to retain customer and client business.
Communicate clearly and effectively with all stakeholders, tailoring messages to suit different audiences.
Follow up on outstanding requests and callbacks as needed.
Stay updated on system changes and enhancements.
Assist team members by progressing their tickets during their absence or upon request.
Report any requested process changes to the Senior Service Desk Analyst for validation.
Carry out additional responsibilities as assigned by management.
