Global Service Desk Analyst Level 1 at Worley

Main Purpose Of Job:

• Primary responsibility is user support and customer service, being present and available to clients requiring technical assistance.

Key Responsibilities:

• 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.
• Follow standard Service Desk operating procedures; accurately log all Service
• Desk tickets using the defined tracking software.

Essential Skills/Experience

Industry Specific Experience:

• Service Desk experience preferred.

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

Education – Qualifications, Accreditation, Training:

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

People Skills:

• Excellent written, oral and presentation communication skills in English.
• Ability to clearly communicate on phones and Skype to non-English speaking countries.
• Customer service orientated.
• Excellent English pronunciation required.

Other:

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