Service Desk Analyst

Schneider Electric

Key Responsibilities

• Provides support for basic incident resolution and requests reported by APAC Schneider Employees.
• Performs initial assessment, research, and resolution of basic incidents and requests regarding applications, software, and infrastructure components.
• Collects information through customer conversation, probing, accessing support tools, and engaging additional support teams as needed.
• Resolves problems beyond their scope by engaging other support teams in a timely manner.
• Logs all incidents and requests.
• Creates a positive customer support experience and builds strong relationships by understanding problems deeply, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers professionally.
• Ensures the end-to-end customer experience and acts as a single point-of-contact for the customer.
• Analyzes and resolves incidents and requests regarding application, software, or hardware usage.
• Logs and tracks incidents/requests from identification through resolution.
• Follows up with other support teams to ensure incidents are resolved, requests are filled, and customer communication is complete.
• Documents resolutions and updates the self-help knowledgebase.
• Gains knowledge on applications, processes, and support to increase first-contact resolution ability.
• Provides after-hours and on-call support as needed.
• Adheres to and supports ITIL standards and procedures.
• Adheres to the Company’s Code of Conduct and Mission and Value statements.
• Is flexible to perform other ad-hoc duties/shifts assigned as per operational requirements.

Requirements & Tech Stack

• Competency in MS Office O365 Suite (Preferred).
• Proficiency in using support software tools: Outlook, O365, Active Directory, VPN, Service Now, Windows 8/10 and above, iOS & Android devices (Preferred).

Qualifications

• Demonstrates a desire to learn processes, applications, and technology.
• Demonstrates good customer handling skills and techniques.
• Good communication and negotiation skills.
• Strong analytical and problem-solving skills.
• ITIL Foundation certification (Not mandatory).
• Prior experience in supporting customers in a Technical Service Desk environment (Preferred).
• Prior experience with voice, chat & email support (Preferred).