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Service Desk Analyst I

Date: Nov 29, 2018

Location: Pune, IN, 411028

Company: Bentley Systems

Service Desk Analyst I

Reporting directly to the Global Manager Service Delivery. The role requires working knowledge of the Bentley Systems MANGED Services offerings, expertise as a customer support analyst as well as a practical understanding of ITIL framework. The role requires excellent customer service skills and the ability to properly triage and resolve and/or escalate customer incidents, requests and problems.

 Responsibilities:

  • Serve as the primary support liaison between the Customer and Bentley Systems.
  • Promote and maintain a high quality, professional, service-oriented company image for all Bentley customers.
  • Provide and deliver a high and consistent standard of customer service aligned with the contracted Service Level Agreements.
  • Work with the IT Team and Level 2 and 3 support teams to resolve all customer incidents and requests.
  • Resolve and document all customer incidents and requests. Leverage the Bentley Service Management system for documenting all incidents and requests.
  • Diagnose, troubleshoot, and resolve incidents following documented procedures and solutions.
  • Meet and/or exceed industry best practices for First Call Resolution.
  • Keep Customers informed of the progress of all escalated incidents and requests.
  • Ensure all support documentation is updated in a timely fashion.
  • Responsible for working with other’s in Technical Support, Development, Services or Sales organization to ensure that Customer incidents and requests are resolved and/or fulfilled within the specified Service Level Agreement.
  • Handle inbound call and email traffic to resolve colleague incidents
  • Analyze any incoming incident to ensure correct identification, registration, categorization, prioritization;
  • Handle correct routing and escalation of tickets;
  • Provide colleagues with status updates concerning help tickets;
  • Incident resolution
  • Diagnose, troubleshoot, resolve incidents following documented procedures and solutions;
  • Create Service Desk procedures;
  • Verify Service Desk procedures;
  • Create knowledge base articles;
  • Verify knowledgebase articles for validity;
  • SAP user account creation and maintenance.
  • Creation of accounts in SAP CRM, R3, Portal, and BW
  • Add roles as requested
  • Troubleshoot SAP access issues

 Qualifications:

  • 2 to 4 years’ experience as a Support Analyst;
  • Fluency in English both verbal and written is a must, skills in other languages are a plus;
  • Excellent telephone and written communications;
  • Strong customer service focus
  • Excellent follow up and time management skills
  • Bachelor’s Degree or equivalent work experience
  • Ability to document and troubleshoot is a must.
  • Expertise in Microsoft Office suite and other operating platforms.
  • Expertise in remote Desktop support tools

 Advantageous:

  • ITIL Certified a Plus;
  • Existing knowledge Bentley Systems MANAGED Services offerings;
  • SAP Systems

Location: Pune