Sr Service Desk Analyst – R01541219

at  Brillio

ABOUT BRILLIO:

Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Brillio, renowned for its world-class professionals, referred to as “Brillians”, distinguishes itself through their capacity to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction.
Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Brillio’s relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work® certification year after year.

SR SERVICE DESK ANALYSTPRIMARY SKILLS

• O365 Administration

SECONDARY SKILLS

• Manage Customer Feedback, Customer Engagement-MsD_Call Center, Customer Experience

JOB DESCRIPTION:

• Act as a single point of contact for phone calls, chats and emails from staff regarding IT issues and queries.
• Provide outstanding customer service to all users.
• Should be fluent in English. Capable to handle phone calls (inbound and outbound) with upright vocabulary skills, excellent written communication.
• Provide 1st line support troubleshooting of IT related problems from inhouse software to hardware, such as Laptops, PCs and Printers.
• Troubleshoot basic network issues, escalate unresolved tickets to the infrastructure support team, Log all tickets in the Service Desk ticket Logging system (SNOW).
• Providing remote desktop support and resolve the issues.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Provide support for issues related to MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint).
• Creating user accounts, reset passwords, create groups etc.
• AD account management and provision to arrange for external technical support where problems cannot be resolved in house Qualifications.
• ITIL qualification is must.
• Document all incidents, service request, workorders and track them until closure.
• Follow the standard procedures defined in SOP/KBs and adhere to shift handovers etc.
• Excellent organizational skills, Incident Management experience Managing incidents including business expectations and communication Basic User & Security Group Active Directory administration.
• Strong knowledge of Microsoft based operating systems and troubleshooting O365 within a network environment (permissions, calendar sharing, delegation).
• Self-motivated achiever who gains satisfaction from providing excellent customer service.
• Flexibility to working hours as expected.

WHY SHOULD YOU APPLY FOR THIS ROLE?

As Brillio continues to gain momentum as a trusted partner for our clients in their digital transformation journey, we strive to set new benchmarks for speed and value creation. The DI team at Brillio is at the forefront of leading this charge by reimagining and executing how we structure, sell and deliver our services to better serve our clients.
DI: https://www.brillio.com/services-digital-infrastructure/
Know what it’s like to work and grow at Brillio: https://www.brillio.com/join-us/