Help Desk Analyst

Description
Manage Tickets which the supplier is not able to identify the correct routing or knowledge (ITSM Service Now application)
Coordinate requests between business and technical teams
Manage multiple workstreams and priorities
Serve as a central point of contact for stakeholders
Track and follow up on action items across departments
Experience in handling Client Escalations and Client interfacing (Driven for result & Follow up)
Review & Improve return queue volume
Answering calls for dedicated services (for example Executive support, Cyber Security, Outages, etc)
Review, create and update Training material
Review and update KBAs
Good Experience with troubleshooting of IT Issues
Participate Global Event Coordinator meeting (weekly)
Participate Abbott GSD global meeting (daily/weekly/monthly)
Works independently without direction for day to day activities
Ability to coordinate team of L1 and L2 analyst providing remote support to end cu...

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