Stantec Senior Service Desk Analyst in Pune, India


Requisition Number:



Primary Purpose of Position:

Supervise the Global Help Desk team on shift in Pune, ensure processing of all inbound contact to the Helpdesk are courteous, timely, and provide an effective resolution of the customers issues

The Senior Service Desk Analysts are the first point of contact for Service Desk staff seeking assistance for technology issues and standard procedures relating to customer contacts and Stantec supported computer applications and platforms. They troubleshoot problems and advise on the appropriate action. They serve as members of the ITSC Team assisting in maintaining the smooth operation of Stantec and are under the management of the Team Lead, Service Desk.

Key Accountabilities:

•\tPrimary responsibility is ensuring prompt user support and customer service (Be available to Service Desk Analysts requiring assistance to perform duties for quality customer service)

•\tManages and works with the Global team to oversee the day to day activities

•\tDevelops, coaches, motivates and supervises the team

•\tSchedule Help Desk staff as required in accordance with call volumes, shift patterns and attendance

•\tEncourage a positive team morale

•\tDaily / Weekly / Monthly oversight of Service Desk Analyst tickets

•\tQuality Assurance of verbal communication between Service Desk Analysts and customers provide advice and feedback

•\tFollow standard Service Desk operating procedures; accurately log and assist Service Desk Analysts to log all interactions using ITSC call tracking software

•\tBe knowledgeable in and able to assist Service Desk Analysts to diagnose and resolve technical hardware and software issues

•\tResearch questions using available resources

•\tAssist with redirection of issues to appropriate Tier - Resource as appropriate

•\tDeal directly with customers for issues escalated - handle and resolve customer complaints or obtain and evaluate all relevant information being escalated

•\tIdentify and escalate situations requiring urgent attention to Team Lead, Service Desk or as appropriate

•\tDocument and keep updated documentation pertaining to ITSC Knowledge Base

•\tCommunicate and coordinate with internal departments

•\tFollow up on customer interactions and satisfaction surveys as required

•\tITSC software administration

•\tSharePoint administration

•\tTC3 monitoring & reporting

•\tOffer suggestions for processes, procedures and software to improve the functions of the Service Desk

•\tStay current with system information, changes and updates. Learn fundamental operations of commonly used software, hardware, and other equipment

•\tOther duties as assigned by the Team Lead, Service Desk.


Senior Service Desk Analyst



Job Category:

IT/IS, Technical Support

About Stantec:

At MWH, we believe growing a great engineering, consulting and construction services company happens from the inside out. We look for people who are drawn to use every talent they possess, plus imagination, determination and a drive to do the extraordinary. We believe that building a great career is as important as Building a Better World .

If working on the best water and natural resources projects around the world, building on your talents through a premier knowledge-sharing culture, and connecting across borders with some of the world’s top talent appeals to you, join us.

MWH Global…we’re looking for opportunities.

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