We are dentsu. We team together to help brands predict and plan for disruptive future opportunities and create new paths to growth in the sustainable economy.
We know people better than anyone else and we use those insights to connect brand, content, commerce and experience, underpinned by modern creativity. We are the network designed for what’s next.
As a remote Service Desk Analyst you will support the operational execution of the Global Service Desk to ensure dentsu provides exceptional Customer Service. You will report to the Operations Lead.
Support and monitor all channels of engagement – phone, chat, virtual agent, self-serve, email
Initiate the procedure for handling detected incidents and help investigate problems and other requests for support. Monitor progress of requests for support and keeps users abreast for support. Includes making initial diagnosis of any problems and advise on known solutions, where applicable, providing information on updates, known errors, changes in availability. Maintain incidents records throughout the life cycle.
Notes problems and identifies performance trends with assistance from colleagues. Help us take the corrective action to improve performance and to avoid recurrence of the same problems.
Respond to requests for assistance by providing information to enable callers to solve simple and routine issues. Maintain accurate log entries of contact with resolution details and follow-up information. Allocates unresolved calls following established escalation procedures. Maintain related logs and advise users of actions taken.
Provide advice to users on systems, products and services which are available to them and provide information on updates, known errors, changes in availability, new facilities to assists users in making more helpful use of desk-top systems, products and services.
Escalate Major Incidents to the team leads and Service Desk Manager, ensuring communication to other team members is delivered promptly
Help maintain the service desk support tools, to meet Customer and IT Services needs
Support both positive and negative customer satisfaction results against quality assurance measures
Train, support and mentor other member of the team, and provide training to new starters
Qualifications
Excellent Customer Service experience
Work systematically and adhere to stated operating procedures.
ITIL certified to Foundation level is desirable
Dentsu Remote Jobs USA 2024 Application Process
Eligible candidates are advised to open online Apply Link ( Link given bellow).
This link will open on new tab on your browser
Read carefully above job description and double click to apply online
Fill all your academic qualification, skill experience and other mandatory details.
Upload your resume.
Check the details before submitting.
If you are shortlisted, details will be shared through e-mail or phone call
interview and Venue details also will be shared to shortlisted candidates through e-mail.
We wish you the best of luck in your Dentsu Remote Jobs USA 2024. May your talents shine, and may you find the perfect opportunity that not only meets your professional goals but also brings joy to your everyday work.
