Service Desk Analyst

About the Role

The Service Desk Analyst provides first-level support for incident resolution and service requests reported by APAC Schneider Electric employees. The role involves troubleshooting applications, software and infrastructure issues while ensuring a positive customer support experience.

Responsibilities

• Resolve basic incidents and service requests
• Log, track and manage incidents through resolution
• Escalate issues beyond support scope to appropriate teams
• Maintain customer communication throughout the resolution process
• Troubleshoot application, software and hardware-related issues
• Update knowledge base articles and support documentation
• Build knowledge of supported applications and processes
• Follow ITIL standards and operational procedures
• Provide on-call and after-hours support when required
• Support operational requirements through shift flexibility

Requirements

• Good customer handling skills
• Strong communication and negotiation skills
• Strong analytical and problem-solving abilities
• Desire to learn processes, applications and technologies

Preferred Qualifications

• Knowledge of Microsoft 365 applications
• Experience with technical service desk support
• Experience in voice, chat and email support environments
• Familiarity with Outlook, Active Directory, VPN, ServiceNow, Windows, iOS and Android platforms
• ITIL Foundation certification