Customer Service Analyst – Service Desk Analyst

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions when situation rises
• Escalate accordingly should there be any issues beyond scope
• Work with the team to resolve issues and tickets with emphasis of quality service to the end-user/customer
• Determine the best solution based on the issue and details provided by customer
• Walk the customer through the problem-solving process
• Direct unresolved issue to the next support personnel
• Provide accurate information on IT products and services
• Record events and problems and their resolution in logs
• Follow up and update customer status and information
• Pass any feedback and suggestion by customer to the appropriate internal team
• Identify and suggest possible improvement on procedure ...