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Coforge · 16 hours ago

IT Service Desk Analyst

Charleston, WV

Full-time

Onsite

Mid Level

3+ years exp

Coforge is a company focused on IT services, and they are seeking an IT Service Desk Analyst to manage incident and call management processes. The role involves ensuring customer service excellence, participating in training, and maintaining effective communication within the team.

Artificial Intelligence (AI)Software

H1B Sponsor Likely

Responsibilities

To ensure all calls are updated and resolved within SLA targets

To endeavor to provide an Above Customer Expectation service

Undertake first line resolution activities

Participate in on-going review and maintenance of the IT Service Desk processes

To take part in knowledge sharing activities to include both business and technical knowledge sharing

Deliver best practices of call management: To ensure that all calls are logged accurately within IT Service Desk

Capture detail & correct information pertaining to all inbound calls

To take part in a shift rotation to ensure that adequate cover is provided 7 days per week including weekends and bank holidays

Writes and speaks fluently on all aspects of work and communicates effectively

Actively communicate and seek feedback from colleagues and customers

Be proactive in working with others to improve IT Service Desk customer experience

Undertakes any necessary training associated with the duties of the post and participates in training and development procedures

Maintains confidentiality and observes data protection guidelines

Carries out any other reasonable duties in line with their capability

Qualification

ITSM processService NowActive DirectoryCustomer serviceProblem solvingInter-personal skillsAnalytical skillsIT industry awarenessCommunication skills

Required

To ensure all calls are updated and resolved within SLA targets

To endeavor to provide an Above Customer Expectation service

Undertake first line resolution activities

Participate in on-going review and maintenance of the IT Service Desk processes

To take part in knowledge sharing activities to include both business and technical knowledge sharing

Deliver best practices of call management

To ensure that all calls are logged accurately within IT Service Desk