Indra Group
Service Desk Analyst
London
Posted about 9 hours ago
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Roles and Responsibilities
- Perform first level support to assist end users at the onset of an issue or request
- Serving as the first point of contact for end users seeking technical assistance over available contact channels
- Provide initial investigation and diagnosis and promptly allocates unresolved issues as appropriate
- Categorize and record reported queries and provide solutions
- Logs incidents and service requests and maintains relevant records
- Support problem identification
- Update users on the status of reported cases and advise users on appropriate course of action
- Monitor issues and requests from start to resolution
- Escalate unresolved problems to a higher level of support
- Provide essential online security advice and support to end users
- Delivering customer service through multiple channels
- Monitor and respond quickly and effectively to issues/requests received through Service Desk
- Contributes to creation of process documentation when needed
- Submit daily, weekly and monthly reports as required
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Process-Based Competencies
Customer Service Support
- Proficient in delivering effective support to customers by responding to inquiries, resolving issues, and ensuring service quality—while maintaining professionalism, empathy, and alignment with organizational standards.
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Incident Management
- Proficient in identifying, logging, and resolving incidents in accordance with defined procedures and service levels, escalating appropriately to minimize business disruption and ensure timely resolution.
Problem Management
- Competent in managing the lifecycle of problems that have occurred—or could occur—in delivering a service. The goal is to minimize the impact of incidents and prevent recurrence.
User Support
- Proficient in responding to user requests including basic application troubleshooting, providing guidance, user access support, and issue triage.
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