Global Service Analyst Level I at Worley

Key Responsibilities/ Accountabilities

• Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance. Responsible for assuring users are provided efficient and timely first level support on a 7x24 basis.
• Analyst to ensure they are available to answer calls from users and properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call.
• Monitors assigned ticket queue, reinforce SLAs to manage end-user expectations.
• When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to Level 2 team members or support proper tier 2 and 3.
• Catch and dispatch tickets based on type, ie Network, Server, data loss, application, etc.
• Ensure accurate documentation of problem in Cherwell work notes. Provide relevant feedback to user.
• Perform activities, projects and tasks as requested by management.
• Contribute to central source of information (Knowledge Base) and take part in required training sessions regularly.
• Learn fundamental operations of commonly used software, hardware, and other
• equipment.
• Performs other duties and responsibilities as assigned by the GSD Manager.

Essential Skills/Experience

Skills:

• Demonstrate strong customer service skills.
• Demonstrate strong written and verbal communication skills required to investigate and document problems and incidents. Ability to provide technical support over the phone; good phone skills,
• Ability to clearly communicate on phones and Skype to non-English speaking countries.
• Good problem-solving skills; ability to visualize a problem or situation and think
• abstractly to solve it.

Experience:

• Service Desk experience preferred.
• Experience in Windows 7/10, MS Office and WEB or 6-month experience in Information Technology.

Special Conditions Of Job

• Required to work shifts and weekends.
• Remains on-standby during scheduled times

Education:

• IT qualification preferred but not essential (A+, N+, MCSE etc)
• Grade 12.