It Service Desk Analyst

Responsibilities:

• Support the clients & provide resolution of procedural, process, information, and technical problems for requests from testing center administrators submitted by Inbound Calls, email, chat.
• Multitask and support customers on more than one channel, call & chat at the same time.
• Document & provide audit trail of all problems and resolutions using Incident Management tool.
• Take ownership of problems, and follow appropriate escalation paths to ensure the problems are resolved in timely and effective ways to meet customer service and Global Help Desk metrics.
• Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce problems in the windows  platform based Prometric Applications.

Key Skills:

• Proficiency in customer relationship management  and task management software.
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.

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