Global Service Analyst/Tier II
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providing first level support through taking calls/chats/emails and handling the resulting i----------- or Service
Requests
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I----------- management and request fulfillment processes
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It provides a single or multiple point of contact for users to gain assistance in troubleshooting, get answers to
questions, and solve known problems.
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Manages requests using software such as issue tracking systems.
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Troubleshooting basic end user issues on various software applications, hardware, network and
telecommunications systems and provide basic desktop support.
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Provide an end-user Self-help portal accessible 24 hrs/day
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Use SLAs and priority/severity classification to differentiate requests so you can address the most critical
ones first
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Try to resolve issues at the first point of engagement and avoid hand-offs, escalations and the need for callbacks
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Provide answers to Frequently Asked Questions directly to end-users - avoiding the need for agent contact
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Implement service request workflow capabilities in your helpdesk software to help orchestrate escalations
and hand-offs
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Provide automation capabilities for common user requests (access, password reset, etc) facilitate and record
communications between agents and requestors
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Manage account creation, deactivation for users.
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Remote Desktop Support
