Job Summary

The Senior Analyst-Help Desk is the expert for all applications, hardware, and processes specific to each client supported. He/she is involved in production work and quality assurance processes performed in English and other foreign languages over various communication channels, including but not limited to telephone, e-mail, chat, social media, etc. He/she helps B2B customers by providing resolutions of technical and network issues in a friendly and professional manner using different channels of interaction. Participates in work quality control processes.

Key Responsibilities

Principal Roles and Responsibilities: (Essential Function)

Interaction Handling:

• Provide comprehensive support services, to support center customers within the Service Level Agreements;

• Take all steps to troubleshoot reported issues and resolve or escalate to the appropriate level of competence;

• Use all available Knowledge Management Tools during the call;

• Take all necessary steps to ensure customer satisfaction.

Interaction Logging:

• Create and submit detailed case logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key logging components;

• Confirm and update customer profile information as needed.

Escalation:

• Act as first point of escalation for the Analyst-Help Desk and be knowledgeable on client specific work flow.

• Promptly notify management of any potentially “dissatisfied” customers;

• Follow all documented escalation procedures, including issues requiring 3rd party intervention.

Open/ Resolved Cases Handling:

• Follow all documented procedures to handle open and resolved cases including but not limited to performing outbound interactions with customers.

• Confer with the management to identify trending problems in customer service work with client hardware and software applications and works to develop solutions to open issues.

Liaise as necessary inter-departmentally to seek resolutions to all issues reported.

Knowledge update:

• Maintain technical proficiency in all hardware and applications utilized by clients supported

• Participate in all company organized training events

• Contribute current technical information and best practices concerning proprietary applications to the company’s knowledge management system or other knowledge distribution channel

• Organize and utilize all support resources provided including emails, documentation, contact lists, etc. to provide high quality of customer service.

• Assist the Supervisor in the mentoring of Analyst-Help Desk.

Quality assurance

• Perform case documentation Quality Checks as directed by Supervisors and Group Operations Manager

Other duties and responsibilities:

• To comply with the Employer's Internal Regulations on Work Discipline and all internal company acts.

• To observe and comply with the Rules for Safe and Healthy Working Conditions.

• To be familiar with the main legal acts in Bulgaria.

• When Specialist-Help Desk are not available: supervise queues of pending requests; supervise team breaks schedule; monitor and process internal escalations.

• Assist with fulfillment of any IT Assistance Requests for issues affecting Analyst-Help Desk

• Provide daily production work assistance to Analyst-Help Desk

• Provide new hire shadowing and deskside assistance.

• Perform back-office assignments (closeout work, system administration etc.)

• Perform special projects as assigned by management.

• Participate in client events, as appropriate (resource on site, client training, etc.)

Skill Requirements

Working Relationships

• Subordinated: Reporting manager or above.

• Functional: Works closely with the Analyst-Help Desk, Senior Analyst-Help Desk, Specialist-Help Desk, Supervisors, and the management team

• External: Maintain

Education/ Experience:

• High school degree is a must

• University degree (Bachelor and/or Master) is an advantage.

• Microsoft Certified Professional certification is considered a plus.

• At least 6 months of experience on an Analyst-Help Desk position or a similar one.

Shift Schedules

• Adhere strictly to shift schedule. Timeliness is a key requirement.

• Punctuality & Flexibility to changes in shift schedules.

Skills & Competencies:

Language skills:

• Very good written and spoken command of English.

• Very good written and spoken command of one or more foreign languages different than English on B2 or above level as per the Common European Framework of Reference for Languages, will be considered an advantage.

Other Requirements

Technical and Soft Skills:

• Profound Job knowledge

• Quality of work: Quality orientation; Attention to detail; Result orientation.

• Productivity: Time management; Personal productivity; Following processes and procedures according to the work standards

• Excellent communication – verbal and written.

• Decision making

• Problem solving skills.

• Customer focus: Relationship building; Customer service orientation.

• Stress management

• Teamwork and ethics.

• Attendance and punctuality.

• Technical skills and knowledge including but not limited to: MS Office, Internet applications, Windows Operating Systems.

The job description could be amended and supplemented by the employer when changing the requirements and obligations related to regulatory and structural changes