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Service Desk Analyst
4 months ago
Reporting to the Regional Manager of the Service Desk, the Analyst is overall responsible for the execution of Standard Operating Procedures related to ITIL Processes such as Incident Management and Request Fulfillment. You will interact with the various functions such as Engineering & Technology, Customer Service, and Operations as well as other colleagues across the company, located in 20+ countries (Canada, United-States, France, Switzerland, Germany, Singapore, the United Arab Emirates, Spain...).WHAT YOU WILL DO:Execute Standard Operating Procedures related to the management of incidents and requests. Emphasis will be placed on the management of standard/documented incident management such as those related to our global VHF network or basic requests.Maintain accurate logs, incident reports and provide comprehensive updates to stakeholders.Document all actions in accordance with standard company policies and procedures.Collaborate with vendors and service providers, such as Field Representatives, to address incidents, ensuring effective communication and prompt resolutionUse various tools to monitor, remediate and manage any ticket assigned.EXPERIENCE:Proven experience in telecommunications in large scaleProven experience in a customer service role, preferably in a technical support or service desk environment.Commitment to continuous learning and staying updated with industry trends and best practices.Fluent in English - verbal and written communication skills.Customer service orientation with the ability to communicate technical topics.Strong time management and multitasking abilities to handle multiple customer inquiriessimultaneously in a fast-paced environment.Ability to work in a shift-based schedule, including weekends and holidays, to provide 24/7 coverage.Strong documentation skills to accurately record customer interactions and resolutions.Ability to work both independently and collaboratively in a team-oriented environment.Adaptability, resilience, and a positive attitude towards handling challenging customer situations.PREFERRED:High school diploma or equivalent with additional technical certifications or a degree in a related field is a plusExperience in Air Transport is a plusTroubleshooting and problem-solving skills to diagnose and resolve technical issues effectively.ITIL V4 Foundation certificate and experience working with ServiceNow is a plus
