Service Desk Analyst

Work Location: Zwolle, Netherlands To provide L1 Supprt; answering support queries via phone, email, Chat and Web from end user or FS L1 team To maintain a high degree of customer service for all support queries and adhere to all service management principles. To take ownership of user problems and be proactive when dealing with user issues. Logging / verifying customer details Identifying the issue and categorizing / prioritize the incident Creating a ticket in ServiceNow Referring KB for workaround / resolution and attempting resolution Strong interpersonal skills are a prerequisite. Ability to work effectively in a dispersed team and individually. Ticket re-assignment to L2 if ticket unresolved by L1 Recording trend of calls and identifying outages proactively Callbacks for customer not reachable cases & customer request Identifying the trend of calls / tickets and highlighting it to TL/SME as applicable for outage confirmation Creating child tickets and tagging them with problem ticket Callback the user and confirm resolution (wherever applicable) Basic trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox, Lotus Notes etc as per scope document and SOW Handling Emails & Service Requests using Remote tools Handling Technical issues of L1 and issues where L1 scope doesn’t include a resolution or out of scope issues of L1. Discuss technical and process updates with teams, contribute to technical and process updates/trainings Proficient in Dutch + English (Read + Write + Speak) Deskside support experience 0-1yr Basic knowledge in troubleshooting skills (O365/VPN/Printer/AD/MS-Office etc)is preferred Basic understanding of Windows operating system Assisting with configuring/troubleshooting of Software and Hardware Basic knowledge of Microsoft based operating systems with emphasis on Windows X Basic knowledge in using and troubleshooting Microsoft Office applications. Basic understanding of PC hardware set-up and configuration. Basic understanding of ITIL framework. Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts Willingness to work in 9 X 5 support environment including working on Weekends and Holidays. Excellent time management skills and ability to work under pressure Continuous commitment to professional development Proactive in doing research to find solution for complex problems not documented in SOP Knowledge Management (SOP Creation, Updating, etc) Queue Management and other additional and ADHOC responsibilities needs to be followed arising out of business requirements