Location : Minneapolis (Eagan) MN

Job Description:

Job Summary:

The Global Service Desk Analyst is a part of a professional team of people providing a single point of contact for the efficient resolution of end-user technical problems and requests. The Global Service Desk supports Thomson Reuters Markets and Editorial division employees across multiple business units 24x7. As a member of this team, the Analyst will manage multiple priorities, generate innovative solutions to problems and develop skills required to support the efforts of the business units.

Essential Responsibilities:

- Provide comprehensive first-tier phone support for the efficient resolution of technology problems and requests for Thomson Reuters end-users.
- Provide complex and unique technical troubleshooting assistance to employees across global business units.
- Accurately assesses and records problems in the problem management tool.
- Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
- Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
- Identify potential system problems and escalate to department contact for resolution.
- Work with customers in establishing the appropriate expectation and response time
- Further develop technical aptitude and customer service knowledge, skills, and abilities.
- Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions. Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.
- Displays a solid knowledge of major desktop software applications and networking concepts
- Works independently on complex tasks with some technical and management guidance
- Able to speak at an appropriate technical and business level for the audience
- May participate in some projects and virtual teams
- Handles multiple and competing projects
- Delivers on tasks and objectives on time
- Produces quality work and results
- Perform related tasks as needed or assigned.Required Skills:

- Communication skills: Strong communication skills; both verbal and written.
- Listening skills: High degree of comprehension of the issues presented by customers.
- Customer service skills: Ability to understand and empathize with customer concerns/issues remaining committed to providing quality results. Positive service attitude.
- Decision making skills: Apply discretion resulting in appropriate/desired resolutions.
- Troubleshooting skills: Ability to analyze issues and determine root cause and identify appropriate solutions. High degree of problem solving.
- Basic Technical skills: Capable of learning, understanding and communicating technical information.
- Basic knowledge of Microsoft OS: 2000/XP/Win 7, Microsoft Office Suite, VP N