Service Desk Analyst ( Sr. Associate )

What will your essential responsibilities include

• Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement.
• Act as a point of contact for colleague issues through phone, chat, email, and portal, providing exceptional service in all colleague interactions.
• Supply first-line IT support for all AXAXL colleagues across a range of technologies, including desktop applications, printing / scanning, telephony, mobile devices, audio and video conferencing, business applications, etc.
• Perform assessment, triage, research, and resolution of basic incidents and requests.
• Engage other Service Desk resources or appropriate second and third-level service resources to resolve incidents beyond scope of ability or responsibility.
• Make sure incidents and requests are accurately logged, assigned, tracked, and responded to promptly, in line with agreed SLAs; provision of timely communications and maintenance of ownership until closure.
• Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague, communicating progress promptly.
• Communicate with the Colleague Care team where necessary to make sure that escalated issues have proper attention and visibility.
• Create a positive colleague support experience and build robust colleague relationships through listening intently to understand the problem, ensuring timely resolution or escalation, communicating promptly on progress, and handling colleagues with a consummately professional attitude.
• Identify service improvement opportunities for key service management stakeholders.
• Work with Incident and Problem management teams on individual proactive and reactive issues as necessary.
• Grow general knowledge of IT and business systems, increasing ability to resolve issues on first contact.
• Mentor junior analysts and assist in the training of new analysts.
• Manage content in the Knowledge Management system.
• You will report to the Team lead.

Required Skills and Abilities :

Skills Required

Customer Service, It Support, Service Desk, Troubleshooting, Problem Management