Service Desk Analyst

Job Description:

The Service Desk Analyst provides support for basic incident resolution and requests reported by APAC Schneider Employees. Responsibilities include initial assessment, research, and resolution of basic incidents and requests regarding use of applications, software and infrastructure components. The Service Desk Analyst would be responsible for collecting information through a customer conversation, probing, accessing support tools, and additional support teams if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other support teams in a timely manner.

Responsibilities:

1. Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desks or appropriate support teams to resolve incidents that are beyond the scope of their ability or responsibility.

2. Uses the appropriate CTI categories for logging incidents and requests.

3. Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.

4. Ensures the end-to-end customer experience and acts as a single point-of-contact for the customer.

5. Analyzes and resolves incidents and requests regarding use of application, software or hardware. Logs and tracks incidents/requests from identification through resolution. Follows up with other support teams involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help knowledgebase.

6. Gains knowledge on applications, processes, and support to increase ability to resolve requests on first contact.

7. Provides after hours and on-call support as needed.

8. Adheres to and supports ITIL standards and procedures.

9. Adheres to Companies Code of Conduct and Mission and Value statements.

10. Flexible to perform other adhoc duties/shifts assigned as per operational requirement.

KNOWLEDGE, SKILLS & ABILITIES (Required):

• Demonstrates and desire to learn processes, application, and technology.

• Demonstrates good customer handling skills and techniques.

• Good communication and negotiation skills.

• Strong analytical and problem-solving skills.

Preferred:

• Competency in MS Office O365 Suite.

• ITIL Foundation certification (not Mandatory)

• Prior experience in supporting customers in Technical Service Desk environment.

• Prior experience voice, chat & email support.

• Proficiency in using support software tools –Outlook,O365, Active Directory, VPN, Service Now, Windows 8/10 and above, iOS & Android devices.

Optional:

• Mechanical and Software R&D Application support

Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one. Become an IMPACT Maker with Schneider Electric – apply today!

• €40 billion global revenue

• +9% organic growth

• 150 000+ employees in 100+ countries

You must submit an online application to be considered for any position with us. This position will be posted until filled. Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.