The sanofi-aventis ServiceDesk Analyst is responsible for resolving incoming telephone, walk-in, web, and email requests for technical assistance.
Additionally, the Analyst will participate in and or lead projects as assigned by ServiceDesk Management. The Analyst will also take direction from the ServiceDesk Team Leads and Senior Analysts.
? Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness, and timeliness.
? Coordinate, monitor and handle all ServiceDesk open incident tickets in order to ensure issues are closed within the required Service Levels
? Monitor high severity incidents to ensure resolution within communicated Service Levels
? Assess reported incidents and as necessary, work directly with sanofi-aventis service partners for escalation and timely issue resolution.
? Assist ServiceDesk Management with reporting, analysis or testing tasks
? Contribute current technical information and best practices to the knowledge base
? Liaise with Service Partners to ensure timely resolution of incidents and requests within Service Levels
? Possess business acumen for all clients supported.
? Excellent verbal and written communication skills
? Excellent teamwork skills
? Excellent technical skills
? Excellent analytical skills
? Ability to multitask
? Excellent customer service skills
? Problem solving skills
? Organizational skills
? Ability to logically adapt in a dynamic environment
? Ability to perform root cause analysis and determine appropriate course of action.
? BA or Vocational school degree preferred or equivalent work experience
? Microsoft Certified Professional certification a plus
? HDI Customer Support Specialist (CSS) and Help Desk Analyst (HDA) or similar certifications a plus
? Minimum of 6 months of previous ServiceDesk, Help Desk, computer support, or IS customer service experience preferred
? Effectively communicate with clients, Service Partners and IS groups.
? Customer Service Oriented
? Functional Job Knowledge
? Drive / Initiative
? Managing Stress
? Planning and Organizing
? Root Cause Analysis
? Teamwork Orientation
? Technical and Professional Competence
? Work Standards
? Technical and process support documentation
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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