Service Desk Analyst

3 weeks ago

Pune, India Tata Consultancy Services Full time

Following are the roles and responsibilities of Service Desk Analyst


  • Act as Single point of contact as Customer Global Service Desk
  • A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems.
  • Create / Update KBA, SOP
  • Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation
  • Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively
  • Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware
  • respond to requests for technical assistance in person, via phone, chat, web and email
  • diagnose and resolve technical hardware and software issues
  • research questions using available information resources

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